Creating Career Paths for Agents

Only 4 out of 10 agents surveyed feel like there is opportunity for them to advance in the center where they work.

People management


Inside View: DAT Solutions

We can train the technical skills and we can train agents to navigate our products and services, but we can’t train someone to have a serviceoriented attitude and passion for helping customers. That is the core of what we do.

People Development People management


Q&A with Bob Furniss

I believe that success in the contact center business is built on three things: building relationships, never stop learning and always be a coach.

Strategy People management


At the Intersection of the Contact Center and the Autism Spectrum

At some point in the not-too-distant future, you’ll probably find yourself with contact center employees who function somewhere on the autism spectrum.

Strategy Planning People management


Time Flies When You’re Having Fun

Taking a fun approach to requisite activities like training, coaching and communication demonstrates leadership’s willingness to put the same level of effort into the frontline experience as the front line is expected to put into the customer experience.

People People management