The world is changing and contact centers have to keep up. Generation Y – the “Millennial” generation – has a […]
If you are a contact center director, manager or supervisor, you most likely value your agents. You most likely strive […]
Up until relatively recently, many managers and executives considered the topic of employee engagement to be “soft.” Those that still […]
You know the drill. Agents don’t get the training they need. Performance suffers. They lose confidence and become unsatisfied, and […]
While at a contact center conference recently, I saw a very odd-looking little man who seemed rather nervous and out […]
Have you thought about this question: “In your company, are customers persona non grata?” Ok, a little Latin refresher to […]