Performance Management


Delivering Impactful Feedback + Coaching in the Contact Center

Practical, actionable advice for positive coaching and feedback results.

People Performance Management


Unlock Your Employee Engagement Potential

Invest in your people by applying a Continuous Cycle of Improvement.

People Performance Management


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


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


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


 

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