February 7, 2019

Engaged, high-performing employees are the dream of every manager. Yet there’s always a wide range of employee performance from high to low—and everything in between.  If people perform essentially the same job, why does performance vary so much? When employees are measured against the same metrics, why do some excel while others lag behind? The...

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...