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...

January 25, 2017

Forecasting Employment and Workplace Trends. While this is not political commentary, forecasting business trends for 2017 is unique mainly because of the election of Donald Trump. As I thought about all that we’ve experienced to date, I wrote down the word disTrumptive.  Disruptive approaches to business have been heralded of late, such as those of...