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...

March 8, 2018

Leadership and Team Performance.   Effective supervisors are the single greatest catalyst for inspiring employee success and achieving high team performance. It’s probably no secret that the #1 reason for low morale and high turnover is poor supervision. Luckily, the converse is also true. No one has more influence on creating a positive, loyal, collaborative...

February 8, 2018

Small Changes in Your Talent Acquisition and Onboarding Process Can Transform Team Performance.   Like me, you might be tuning in to the Winter Olympics over the next few weeks.  We thrive on the excellence and personalities of the athletes.  We love the tradition and the competition on display.  We celebrate victories with pride, and...