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

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

The key to all voice interactions is to reflect positivity and optimism by using words and phrases that build, not break.

Why devote so many resources to delivering a quality service experience only to fumble the final touchpoint?

Having your scripting online is one of the most important things you can do to ensure the success of your sales or customer service agents.

Our daily huddles contribute a lot toward bringing together a diverse group at different locations. You’ve got to have that daily touchpoint to keep everyone on the same page.

In order to follow the Platinum Rule, you must first understand your team’s personalities and how they prefer to be managed.

Getting people to believe in an organization starts with having a vision of what the organization is going to accomplish.

Coaching is how you empower, and empowered employees will be the spark for companywide success and growth.

Practical, actionable advice for positive coaching and feedback results.

Invest in your people by applying a Continuous Cycle of Improvement.

Losing employees is expensive and can cost a single contact center more than $300,000 a year to recruit and train new agents.

A well-designed and well-maintained quality program can add tremendous value, but only if it pulls in information that then drives new behaviors or processes.

Companies are using enterprise social networks to communicate and collaborate regardless of where people sit.

There is no more important factor in today’s healthcare contact center than training, and it is far too often given short shrift.