Performance Management




Onboarding for Customer Experience

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

Current Issue 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


Strategic Communication: Techniques of Best-in-Class Voice Interactions

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

People Performance Management Customer Retention


Upgrade Your Customer Surveys

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

People Performance Management


Why Online Scripting Is So Important to Your Call Center Success

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.

People Performance Management Technology


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