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 […]

16 Oct

The Power of Recorded Calls in Coaching

Greg Levin

Most contact center agents truly want to do a great job. They want to efficiently resolve caller issues, create memorable […]

2 Aug

7 Habits of Highly Effective Contact Center Managers

Matt McConnell

The late Stephen Covey wrote one of the most influential business management books of all time. The idea of intentional […]