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...

October 27, 2017

One of my favorite blogs was tied to a poll we did a couple of years ago at Halloween. In the poll, we asked employers to tell us what scares them most about hiring new employees. The poll, of course, was all in fun. And the results are worth a second look. So, in the...

September 28, 2017

How call center simulation tests pinpoint top performers.   In a perfect world, the best way to hire superstar agents would be to watch them perform the job for a while and then hire the ones that perform best. Unfortunately, we don’t live in a perfect world. And most call centers are forced to guess...