Learning & Development

Since the COVID-19 pandemic, employers, including their contact centers, have noticed significant shifts in the labor market. • Unemployment has remained remarkably low. • Hourly workers...

Understanding and adapting to the cultures of customers is essential to providing excellent customer experiences (CXs) to them. In Part 1 of this article...

It was a typical afternoon shift at the call center when my sister Andy, a trainee agent, answered a call from a concerned father...

Developing a business on the strong foundation of excellent customer support is among the most effective ways leaders can help ensure an organization’s success...

Boeing CEO David Calhoun made a statement recently about Boeing’s safety issues. He spoke of an “overexercised” supply chain and factory and this has...

In today’s society, three decades can feel like a lifetime in Corporate America and I have been on the front lines throughout its evolution....

Tunnel Vision is defined as “the tendency to look at things from only one point of view; prejudice or narrow-mindedness.” A single point of...

Reflecting over the last two plus years, as contact centers worked remotely, learning and development (L&D) teams had to pivot so quickly to ensure...

Three years ago, very few of us could have imagined a world where most contact center agents would be working from home. While some...

The COVID-19 pandemic stood the workplace on its head and in doing so, cleared workers’ heads as well. Offices shut down, jobs went remote,...

I have spent many hours in Contact Centers of varied shapes, sizes, and purposes - both premise-based and remote. At times, I have been...

Every big leap takes the right timing, careful planning, intention, a clear goal, and focus. And there are many influences at play that ensure...

During my time within the call/contact center industry I’ve had the opportunity to work on quite a few call center projects. I’ve noticed that some...

Remember your driver’s exam? It’s been a while, but it likely went something like this: You read the driver’s handbook and memorized the rules...

The Professional Association for Customer Engagement (PACE) stands alone as the only trade association that provides advocacy, compliance, education and networking to the contact...

Mentorship is enjoying a resurgence in popularity, thanks largely to millennials and social networking. Mentoring is actually an age-old development concept with references reaching...

In contact centers, the first 90 days is known as the critical make-or-break period for new agents. New-hires can quickly be overwhelmed with information...

Many of this industry’s most successful leaders started out on the phones… and yet, many call centers still suffer from a reputation for being...

The “School of Hard Knocks” is an idiom that means the (sometimes painful) education one gets from life’s usually negative experiences. It is contrasted...