Performance Management




Optimizing Agent Performance

How AI-driven behavioral analytics can improve the experience of agents in the new normal.

Operations People Performance Management Technology Workforce Optimization Artificial Intelligence Remote Work Technology


Simplifying the Human Complexities

How best to manage contact center workforce challenges

People Performance Management Remote Work People



Onboarding for Customer Experience

How to empower new employees to understand “who” and “why”

People Performance Management


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


Communication Styles to Build Deeper Rapport

Can you still maintain rapport with unhappy team members, other team leaders or your manager? Yes, you can—the key is how you communicate with them!

People Performance Management


Quality Monitoring is Suffocating: How to Breathe New Life into Your Program

We hire amazing people and then stop them from using the strengths we so value. The outcome is a demotivated employee who either leaves for a better role, or worse, stays but disengages.

People Performance Management


Invest in Your Human Capital

How do I calculate return on investment? By smiles, laughter, appreciation and camaraderie.

People Performance Management Recognition Remote Work People


Don’t Start with Training as the Answer

It’s important to make sure lack of will isn’t masquerading as lack of skill.

People Performance Management



DISC Temperaments under Stress

Understanding communication styles and needs based on personality temperament is very helpful as we navigate through stressful times.

People Performance Management


Working From Home — A Growing Necessity

Even though artificial intelligence has its advantages, it does not have the capacity to show compassion, encouragement or patience to a hurt world.

Virtual Contact Centers People Performance Management COVID-19 Remote Work Remote Work People


Inside View: Purchasing Power

We’re always looking for ways to make the process easier for customers, to minimize any friction and deliver a positive experience.

People Performance Management


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