Getting Off to a Flying Start… Or Are You?

When those without a real understanding of what it takes to run a contact center make leadership selections, they may be basing decisions on the wrong criteria.

Strategy Culture

Please Don’t Shoot the Messenger

It takes courage to bring forth difficult news. It takes mindfulness to not react immediately. No one can tantrum themselves to a solution!

Strategy Culture

Remembering Greg Sherry

Greg's legacy at Verint will be one of leaning in, investing in others, lending a happy helping hand, keeping the customer at the heart of the business, and bringing out the best in one another.

Strategy Culture

Association Spotlight: NECCF, Northeast Contact Center Forum

Most successful companies have a knack for getting employees absolutely obsessed with customer service. Their secret is a customer-focused culture.

Strategy Culture White Papers

Leadership Lessons from a Last Lecture Leading Thoughts

When people have the right support and environment to thrive and succeed, it is amazing how incredibly successful they may become.

Strategy Culture

Haste But Not Waste: Fast Implementation with Success

Part of achieving success is avoiding problems that could compromise it.

Strategy Culture

Evaluating, Establishing and Maintaining a Positive Contact Center Culture

Strong cultures exist when the organization’s core values are understood and accepted throughout the ranks.

Strategy Culture

Creating a Coaching Culture

When a coaching culture is in place, people understand that it’s their job to step into the kinds of conversations that they’re currently avoiding and address the issues so they can move things...

Strategy Culture

What Parenting and Leadership Have in Common

What I have learned is that parenting and leadership are more alike than different, and that you never stop learning how to be more effective at both.

Strategy Culture

Inside View: FCCI Insurance Group

Doing the right thing and putting people first is good business.

Strategy Culture

The Value of Communities

When interactive intranets and employee collaboration takes a foothold within an organization, it provides the opportunity to flatten the hierarchical arrangement, and it becomes more of a level...

Strategy Culture

Inside View: Valvoline

Providing our staff with an understanding of automotive expertise and knowledge that they can apply to their interactions has been paramount to our success.

Strategy Culture

Elements of a High-Performing culture

To build a culture where employees are engaged and inspired to do great work, they need to actively be involved in giving, receiving and observing recognition across the organization

Strategy Culture

Inside View: Eileen Campbell, Horizon Utilities

Customer service staff tend to take their cues from their leaders. They model their behavior on what they see demonstrated each and every day.

Strategy Culture

The Front Lines of Culture: Leading from the Contact Center

With every call, email, text or tweet, contact center employees make decisions and interact with customers in ways that directly affect—and reflect—the organization’s culture.

Strategy Culture Strategic management


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