18 Mar

7 Game-Winners for Your Agent Coaching Playbook

Matt McConnell

As a call center manager, working one-on-one with your agents can be the most productivity-enhancing tool at your disposal. Call […]

10 Mar

4 Key Issues for Healthcare Services Call Centers as They Enter the Age of the Consumer

Matt McConnell

Few industries have undergone as much radical change in the past decade as healthcare. The healthcare industry is growing amid […]

4 Feb

In Pursuit of Super Agents

Greg Levin

Look over at that workstation! It’s a customer service agent handling emails… no, it’s a sales agent handling calls … […]

20 Feb

Top 10 Reasons Most Contact Center Agents Burn Out

Matt McConnell

If you are in the call center business, you know a thing or two about turnover. There are many factors […]