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.

People Performance Management

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

Inside View: Jerri Pigg-Shoemake, WPS Government Health Administrators

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.

People Performance Management

Managing Different Personalities: The Platinum Rule

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

People Performance Management

Engage Your Agents to Turn Around an Underperforming Contact Center

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

People Performance Management

A 3-Step Guide for Integrating Coaching into the Call Center

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

People Performance Management

Delivering Impactful Feedback + Coaching in the Contact Center

Practical, actionable advice for positive coaching and feedback results.

Operations Collaboration People Performance Management

Unlock Your Employee Engagement Potential

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

People Performance Management COVID-19 Agent Motivation

Unhappy Agents? How to Reduce Turnover

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

People Performance Management

5 Essential Tips for Developing a Quality Program

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.

People Performance Management

Embracing Remote Work

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

People Performance Management COVID-19 Remote Work

Survey Says…Human Factors to Consider

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

People Performance Management