Performance Management




If I Were a Rep . . .

Two powerful changes we can make to support our frontline.

Operations People Development Performance Management


Easy to Get is Hard to Get Rid Of…Ode to Leo J.

Time to explore the possibility of “good turnover” in your center.

Operations Strategy People Hiring Performance Management Turnover



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


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 Remote Work People


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


Preparing Contact Center Operations to Respond Quickly

Flexibility in the face of condensed timelines—typically a new program launch with little notice—requires an innate “readiness” that can only be achieved when contact...

People Performance Management COVID-19 Remote Work


Complacency: Danger in the Comfort Zone

When complacency dominates a culture it is insidious and has a gradual and cumulative effect. Change is resisted and innovation and creativity become unknown commodities.

People Performance Management


Preparing for a Growth Event

At its heart, training is about helping people cope with change by getting them comfortable with a new responsibility.

People Performance Management Operations management


Agents Unscripted

We’d rather give someone guidelines on how we want customers to leave the experience feeling, and then provide them with the tools and knowledge to make customers happy.

People Performance Management


Create a Sales Incentive Program in 3 Easy Steps

Strike a balance between rewarding sales and maintaining great customer service. Sales should always be conducted ethically, with a goal toward helping your customer get the best performance and...

People Performance Management People management


Agents Unscripted

We’d rather give someone guidelines on how we want customers to leave the experience feeling, and then provide them with the tools and knowledge to make customers happy.

People Performance Management


A Culture of Trust

Consider what it must be like the first time someone listens to the entire interaction you had with a customer and dissects it word for word.

People Performance Management People management


How to Engage and Empower the New Contact Center Workforce

The transformation of the contact center to the customer engagement center has partially been catered to and driven by millennials.

People Performance Management People management


First Step: Showing Up

It is not an exaggeration to say that frontline agents are the lifeblood of the contact center, so they certainly provide a great return on the investment. Unless, of course, they don’t show...

People Performance Management People management


Quality Assurance, Part 2

Sometimes, creating a change in your customer service requires a change in the vision for your entire company.

People Performance Management People management


Creating the New Agent Experience

Contact center agents who are smart enough to make decisions for customers without needing permission have to wonder, though, why they can’t make decisions for themselves.

People Performance Management People management


Are You Managing Change or Is Change Managing You?

Your communication strategy will have a great impact and should be consistent in its form and in the key messages that employees will retain from it.

People Performance Management Strategic management People management


Accountability in the Center

Accountability often collides with ethics. As organizations dial up accountability, employees in danger of facing sanctions will sometimes make horrible decisions.

People Performance Management People management


Inside View: LEGO® Consumer Services

The ability to analyze and improve processes that flow across functions calls for creative problem-solving abilities, as well as a thorough knowledge of the business, products and the supply chain.

People Performance Management Operations management




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