October 2, 2017

Customer Service Week, October 2-6, celebrates its Silver Anniversary.   The weeklong business-centric celebration, which began in the United States 25 years ago, is now recognized by the U.S. Congress. Since its inception in 1992, the observance of Customer Service Week has spilled across our borders and is now denoted in more than 60 countries...

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...

September 1, 2017

Why Fall is the Perfect Time to Focus on Organizational Change and Upgrading Your Hiring Strategies   Labor Day has long signaled the end of summer. Nature does its part by providing clear signals that change is on the way. Almost overnight, the slant of the sun seems different. Air and light seem sharper. Cool...