September 28, 2017

How call center simulation tests pinpoint top performers.   In a perfect world, the best way to hire superstar agents would be to watch them perform the job for a while and then hire the ones that perform best. Unfortunately, we don’t live in a perfect world. And most call centers are forced to guess...

September 1, 2017

Why Fall is the Perfect Time to Focus on Organizational Change and Upgrading Your Hiring Strategies   Labor Day has long signaled the end of summer. Nature does its part by providing clear signals that change is on the way. Almost overnight, the slant of the sun seems different. Air and light seem sharper. Cool...

August 24, 2017

  Do you have a favorite recipe?  Mine is marinara sauce and I’ve been making it for years.  Only six ingredients, the same six every time, made the same way, yielding the same result. What if someone told you that starting tomorrow, you need to start adding more ingredients to your favorite recipe–and you’d better...