Development


Becoming an Emotionally Intelligent Leader, Part 3

Influence occurs when you are authentic, as you invest in others. It is the ability to have a positive impact on others or to gain their buy-in.

People Development Culture


The Evolving Contact Center Supervisor

For supervisors, navigating constantly changing and ambiguous circumstances adds to the stress load.

People Development


Reflections of a Contact Center Leader

Delivering ‘peace of mind’ uniquely through the human connection generally results in lasting customer relationships and greater satisfaction.

People Development Performance Management Editor's Picks


12 Better Ways to Start a Customer Service Email

The first sentence of an email to a customer gets more attention than all the other sentences combined.

People Development


Why Training Programs Fail and How to Avoid It Happening to You

Training sessions are never the destination; they’re the start of the journey.

People Development


Becoming an Emotionally Intelligent Leader, Part 2

Leaders who are aware of their tendencies, biases and blind spots tend to be more open to growing into the best version of themselves.

People Development Culture


Use Storytelling to Provide Impactful Learning in the Contact Center

Some stories help explain a topic, but those that make a more significant impact start with a problem and later reveal the solution.

People Development


15 Essential Habits of Amazing Contact Center Team Leaders

Amazing team leaders always remember that they are leader, coach and mentor.

People Development


Why Customer Service Is Not an “Entry-Level” Position

AI is taking on transactions formerly done by tier 1 agents, and agents are now moving up to tier 2 customer interactions.

People Development Remote Work People


Refine Your Coaching Technique with Listening and Observation

The conversation running in my head kept me from listening to what the agent said.

People Development


Becoming an Emotionally Intelligent Leader

To become the best version of yourself, the most empathetic version, the most compassionate and kind version—takes work!

People Development


Five Reasons You Are Probably Missing the Greatest Opportunity in Our Industry

Developing skills takes time and continuous effort and can never be obtained from attending a workshop, in-person or virtual.

People Development


How to Make Remote Training Work for New-Hires

Injecting more than the usual amount of knowledge checks into the middle of presentations helps to keep the class engaged and makes learning a two-way exchange of information.

People Development COVID-19 Agent Motivation Remote Work People


How to Retain and Engage Your Best Agents

How you treat your best employees during a downturn will influence whether you retain them when times get better.

People Development Culture COVID-19 Agent Motivation Remote Work People


The Importance of Soft Skills Training Beyond the Pandemic

51% of employers don’t offer soft skills training or training that teaches essential communications skills. COVID-19 is giving businesses a reason to ramp up this training.

People Development


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