April 25, 2017

Part 1: Top-Performing Team Leaders   Let’s face it:  call centers can be stressful places for employees. These jobs are often emotionally demanding. And, as we discussed in our last blog, call center team leaders face challenges too. It is their job to keep agents motivated and to provide encouragement in meeting goals under often...

March 30, 2017

If you run a contact center then you know that talented, engaged contact center agents are essential to your company’s success. They are friendly, efficient, and ensure that every customer experience is a positive reflection of your company. An engaged contact center agent is a productive one, and the agent’s immediate supervisor or team leader...

March 14, 2017

  In our complex, fast-paced world, a simple and proven process has great appeal.   That’s one of the reasons Southwest Airlines is my go-to provider for air travel. Their boarding process, followed closely by a decision to embrace humor in their operation, is what keeps me coming back. Twenty-four hours prior to take-off, I...