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Mike Dershowitz

Mike Dershowitz
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Mike Dershowitz is the CEO of Fair Trade Outsourcing, a people-first BPO company with service facilities in the United States, the Philippines, and Ghana. He believes that in order to fight poverty, we must use the power of the free market for good and promote moral leadership in the BPO industry.

Don’t Reduce People to Numbers… or Should You?

Assessment tools have been an industry standard in human resources management for a while. At times, this may feel cold and very corporate, as...

Giving Tenure Vs. Merit Increases Erodes Productivity in Your Agents

For many of us, this month marks the time of year when yearly numbers start coming in. We get to find out how good...

Are Microskills the Key to Surviving the Bots?

As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our...

The Consolidation Trend Will Further Hurt Quality in the Contact Center

I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about...

America’s Top 200 CEOs Want You to Fight for Your Agents

Did you feel it? In the business world, the earth just moved below us all. Luckily, it was not an actual earthquake, but instead...

When People Are Your Business, Behavior Is Your Product

People are more than cogs in a machine. Like it or not, a person’s history and current situation drives behavior more than workplace rules....

Moral Leadership in the Contact Center

Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring...
High Absenteeism? Consider Your Agents’ “Breaking Point”

High Absenteeism? Consider Your Agents’ “Breaking Point”

I don’t know about you, but I’m pretty frustrated by clients, prospects and some contact center managers who think that the only reason agents...

It All Begins with Good Health

If you’re reading this article on the Contact Center Pipeline blog, chances are you are in management or an executive and that sufficient health...
Create Safety in Your Contact Center

Create Safety or You’ll Never Get Performance

In his excellent 2018 book, “The Culture Code,” Daniel Coyle writes extensively about the concept of “safety” in company cultures. Coyle bifurcates all company...
The Economics of Your Contact Center

Don’t Ignore the Economics of Your Contact Center

Fair warning: Reading this article could be painful for you. Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful. But it may also give you a...