December 21, 2018

If there was ever a time when contact centers are busy, this is the time. With Christmas rapidly approaching, contact centers are functioning on overdrive, with calls pouring in and personnel operating at full speed. The busiest contact center in the world, however, operates at an even faster pace. It’s a contact center in the...

December 10, 2018

The holiday season offers us an abundance of treasured memories and traditions. Some are sacred; some are silly, such as the ugly Christmas sweater.  Did you know that Friday, December 21, is National Ugly Sweater Day? In a new advertisement for Facebook’s Portal face-to-face communication device, an adult daughter surveys her parents’ choice of clothing...

December 4, 2018

How to Recognize and Avoid Bias in the Hiring Process.   Imagine a scenario where a respected HR Manager is approached by an outside management consultant to discuss bias in their hiring process. This veteran leader is a little defensive because the HR team has a track record of being committed to professional strategies that...