I love working with front-line supervisors and managers who are learning how to be more effective coaches. Most are eager […]
If you are a contact center director, manager or supervisor, you most likely value your agents. You most likely strive […]
But what is the answer? Unfortunately, it’s not crystal clear what is best. It seems like the trend towards universal […]
Note: The following blog post and its associated webinar are intended for call center outperformers only. This webinar may contain […]
Just because agents get through training doesn’t mean that training gets through to agents. Training in the contact center isn’t […]
If you are in the call center business, you know a thing or two about turnover. There are many factors […]