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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...

Women in Leadership: How to Succeed—and Lead—in the Contact Center Industry

In honor of women who inspire, influence and serve as role models, I’ve compiled leadership advice from five of the finest contact center leaders...

What Seven Years in Prison Taught Me About Managing and Respecting the Customer Experience

My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind...

Inside View: Adriana Thompson, Buildasign.com

Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine...
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Inside View: Eileen Campbell, Horizon Utilities

Highly effective leaders can create the type of customer-centric environment in which frontline staff feel strongly committed to delivering exceptional service to their customers....