How best to manage contact center workforce challenges

How to balance the multiple coaching tasks

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

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

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!

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.

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

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

Be a knowledge broker, looking for ways to facilitate knowledge.

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

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.