How to Be a Supervisor in the Modern Contact Center

Passion for people is the hallmark that differentiates a great coach from a good or average one.

People Development

Inside View: Gopher Sport

When you love what you do, you’re going to do a great job.

People Development

Handling Irate Customers in the Financial Services Industry

Many leaders position customer service courses from the perspective of the company and its customers.

People Development

Inside View: Nate Brown, UL EHS Sustainability

People are hungry to find ways to be helpful and to serve one another better, whether it’s their customers, family members or fellow employees.

People Development

12 Tips to Find Time for Coaching

Invest in your team’s skills so that your agents can provide a better customer experience.

People Development

Turn Your Order Desk into an Inside Sales Team

The conversion from order-taker to salesperson is not that easy. Nine tips to successfully transition your agents from a reactive to a proactive role.

People Development

Ready to Promote Your Star Agent to Supervisor? Not So Fast

Create a game plan for assessing supervisor candidates and providing support after promotion.

People Development

Inside View: Adriana Thompson,

Fill your skills toolbox. Be humble and be open to feedback so that you can keep learning.

People Development

Inside View: Kayla Adair, DiCentral Corporation

Just knowing that you’ve made someone’s day or helped them with an urgent request, it’s much more rewarding than most people would expect.

People Development

Customer Contact Channels

In a hectic contact center environment, the urge for speed can be compelling, but elderly callers value patience, respect and a friendly attitude above all.

People Development

Inside View: TeleTech Learning and Performance

Most programs utilize role plays or fishbowl scenarios in which a new-hire participates in a mock call using a script in front of a training class. It doesn’t give you the real job shock of...

People Development

Growing Leaders

This entry of new technology into the workforce will be as dramatic and painful as the shift that took place during the Industrial Revolution.

People Development

PACE: Changing with the Times

PACE stands alone as the only trade association that provides advocacy, compliance, education and networking to the contact center industry.

People Development White Papers

Mastering the “Fine Art” of Conversation in a Digital World

People need to engage on a human level to grow conversational skill, which is more an art than a science.

People Development

What the Frontline Supervisor Survey Says

More than half of the supervisors out there in our contact centers have been provided a trace amount or no leadership training. If any data point screamed “Fix Me!!” in this survey, this is it.

People Development Research


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