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 28, 2016

Okay, you want to improve your hiring and onboarding process. But how do you make that change happen? What kind of specific strategies can you take to make better hiring decisions? What kind of results can you expect after implementing change? In recent blogs, we’ve been talking about simple changes that can make a big...

January 29, 2016

Let me tell you a little story. Carol R. was interviewing for a position with a new financial services company and she couldn’t have been more excited.  She had done her research, read everything she could find about the company, and even exchanged emails with her (hopefully) boss-to-be.  Carol was enthusiastic about what she imagined...