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


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


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


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