18 Jun

15 Ways to Build Employee Efficiency

Annette Franz

Are your employees working hard, working smart, or both? In the last two months, I’ve written about employee effort and […]

21 May

Employee Empowerment Increases Productivity

Annette Franz

When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people […]

16 Apr

Investing in Your Frontline Workforce is Good for Business

Matt McConnell

As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that […]

22 Jan

Employee Engagement Drives Business Growth

Annette Franz

Fact: The employee experience drives the customer experience. I know I’m stating the obvious – but, shockingly, to many, it […]

13 Jan

5 Things Frontline Leaders Can Do to Help Agent Attrition

Melissa Kovacevic

I love working with front-line supervisors and managers who are learning how to be more effective coaches. Most are eager […]

25 Nov

Call Center Metrics: The Numbers We Don’t Look at Drive the Numbers We Do

Bob Fletcher

In the contact center, metrics are always important. Whether in-house or outsourced, you can’t manage what you don’t measure – […]