Top 5 Posts in May
It seems that everywhere you look these days, the conversation is focused on AI, and our most-read blog posts this month are no exception....
Top 5 Posts in April
We start off this month's most-read blog posts with an inside view of the contact center operations of BC Ferries, which provides ferry services...
The First 90 Days Decide Everything
A Short Story to Start
Before. You’ve seen this happen, maybe even in your own contact center. Jasmine is hired, bright and warm, eager to...
How to Build An Amazing Onboarding Experience
Making sure new employees have the best possible onboarding experience isn’t just nice: it’s crucial for keeping great people!
A solid plan for onboarding,...
Call Center Training in the New Era
The COVID-19 pandemic did disrupt the old normal of grabbing coffee and rushing into the office. Today it’s more like hitting the alarm and...
Tips for Onboarding New-Hires Remotely
I’m no stranger to remote work. I’ve been onboarded remotely and have onboarded remote employees before. But I have to say I’ve never been...
Four Best Practices for Onboarding New Contact Center Employees
Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding...
Executive Talk: Stacey Swim, Unum Insurance
Unum Contact Center Manager Stacey Swim has 29 years of customer service experience, spanning the Insurance and Financial Services Industries. She has spent most...
