Heart & Stroke’s Resuscitation Support Centre supports the instructors who teach others how to save lives.

There are six concepts contact centers can follow to make
their workplaces accessible.

Working from home can feel like being stranded on a desert island.

Influence occurs when you are authentic, as you invest in others. It is the ability to have a positive impact on others or to gain their buy-in.

Don’t focus on KPIs at the expense of everything else. The most successful workplace cultures are both metrics- and mission-driven.

Those who receive compassion are subsequently better able to direct their support and caregiving to others.

The only role in your organization that can affect the behavioral change of your customer-facing teams are your team managers.

If you don’t back up a diverse team with a meaningful inclusion strategy, you’ll have checked a lot of boxes but be left with a contact center full of people who feel as though they...

Leaders who are aware of their tendencies, biases and blind spots tend to be more open to growing into the best version of themselves.

Too often we are focused on following the roadmap to call center self-improvement, when letting everyone (leaders and CSRs) challenge conventional wisdom brings change much faster.

Engagement is a key ingredient in feeling valued; it is also a prerequisite for an optimistic culture.

To create meaningful change in the workplace, feedback about D&I challenges and obstacles must come from those who experience them on a day-to-day basis.

How and why people feel the way they do is very complicated. It gets even more problematic when viewed across your entire ecosystem.

How you treat your best employees during a downturn will influence whether you retain them when times get better.

Leaders need to make sure in times of war, and in times of trouble, they are visible.

Employees need to be able to exchange work experiences and knowledge during the day with one or two clicks.

Sixty percent of consumers globally expect to be able to engage with an organization at any time and on any channel.

We execute on what our customers are telling us, not what we think.

The most important thing you can do is accept positive and negative criticism of yourself. It builds trust.

The concept of work-life balance is gaining traction in North America as labor shortages allow workers to be more selective about the companies for whom they choose to work.

Sometimes, just negotiating with your provider may be enough to lessen the burden your employees may be facing within their daily budgets.

Employee-centric decision-making drives high engagement and fast growth.

The focus of the training was to help everyone understand that service isn't something that you do in the call center. It's something that ALL of us do.

Nature—and drama—loves a vacuum. People who don't understand what's happening will eventually make up their own scenarios, spinning the narrative in whichever way causes the...

It seems that rude and disrespectful behavior is becoming more and more common these days.

To deliver a positive customer experience, honor the agent experience.

We know that if we take care of our employees, they will take care of our customers.

Back in the dark days, contact center employees were considered to be disposable assets, easily replaced by a revolving door in the human resources department.

Even though everyone who calls a meeting thinks it is really, really important, it turns out they are really, really wrong pretty much every time.

Millennial workers grew up in a more transformational than transactional environment.

When you spend one-on-one time with your employees, there are tearful conversations as well as joyous ones. It’s all part of the human element, which is the most challenging part of my job...

WFM practices exist at the crossroads of employee needs and organizational requirements. How an organization navigates the delicate balance says a lot about the value placed on agent needs.

WFM practices exist at the crossroads of employee needs and organizational requirements. How an organization navigates the delicate balance says a lot about the value placed on agent needs

As leaders, we want to learn something new every day—and more importantly, we want to teach something new every day.

Seasonal agents may go on to become permanent, full-time agents. Properly treated, they may also become customers and cheerleaders for your brand.

The automotive after-market parts and accessories business isn’t necessarily one that is focused on providing clients with a wow experience. We’re creating that opportunity for our...

By simply meeting the most basic needs, employees still view their position as only a job and not yet a career.

The most important voices that we hear are the ones that challenge us to be the best version of ourselves that we can possibly be.

Employees don’t realize the impact they can have. By simply liking, tweeting or sharing a blog post written by the CEO or content that is on the company website, it gets more people to read...

We want to create an incredible place to work for our employees, but at the same time, we hold them accountable for delivering elite results. The combination of those two...

While creating engagement around growth and development, recognition and personal relationships is a challenge for leadership in any company, Klundt feels that it is also the biggest opportunity.