coaching

Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. Years ago, I devised a...

I am fortunate to have raised two boys who are growing up to be fine young men. Some of the lessons I learned in...

If there is one thing that Alorica’s VP of Talent Acquisition Teri Morse believes is the “secret sauce” for attracting and retaining millennial employees,...

I think it’s safe to say that millennials are a force to be reckoned with. Often referred to as “Generation Disruption,” their influence on...

Agent training, development and engagement were top of mind for Pipeline blog readers this month. One of our most popular authors, Mike Aoki, contributed...

I knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up...

There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction...

Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques...

Training and coaching are two different approaches, but people often use the words interchangeably—and even worse, they use the tactics interchangeably. Let’s clarify our...

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording...

When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate training is imperative for success. Unfortunately, making time for agent...

Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult...