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"It takes a village…" is one of the famous phrases that our VP of Cloud Operations uses.

Contact center agent attrition, which ranges from 30% to over 100%, remains a top challenge. Managers have tried many things to reduce the attrition rate: They've implemented systems, put in suggestion boxes, performed employee satisfaction surveys, held agent appreciation days and more. But the attrition rate hasn't come down. (Many companies believe that millennials are to blame for high attrition rates, but this is not the case, as attrition has always been a major issue for contact centers.)

Most people want to do a great job – it's good for both their psyche and their wallet. It feels great to be recognized for doing a great job and even better when rewarded with commissions, bonuses and salary increases. Most of us have to work, but it's more gratifying if your job makes you feel good so you want to get up in the morning and know that you're going to make a contribution to your employer and its customers.

My previous blog focused on the cloud benefits that most organizations look at, while trying to make a decision if the move to the cloud is beneficial or not.

I had a call with a large Enterprise customer of ours, and I quote: “If you would have told me 2 years ago that we will consider moving to the cloud, I would tell you that you’re hallucinating. However 2 years passed and we are now in discussions on the best approach of cloud migration. This is unbelievable..”

Cloud... Maybe the most spoken word today in tech companies, banks, contact centers and people around the world.

Find out how a personalized performance management system can improve your organization. Here we feature the Home Shopping Network (HSN) and its employees’ achievements using NICE Performance Management (NPM).