communication

I’m sure many of you, like me, are fans of “Saturday Night Live” or “SNL.” One of my favorites was Mike Myers as the...

Frigid temperatures contribute to increased indoor activities… like reading contact center blogs! Our top posts in February included a call center and nonprofit partnership...

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

When it comes to culture, lasting change starts at the top with the leadership team. “Employees are ready to be engaged and empowered,” says...

Mention the word “coaching,” and most contact center professionals might think of the supervisor-to-agent feedback session that takes place as part of the QM...

A number of years ago, I was performing a WFM assessment for a company in Arizona. In the middle of a meeting with the...

Happy Holidays! I am taking some idiom liberties in this last month of 2017. “Joy to the World” isn’t exactly an idiom, but it...

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

The ability to think strategically, solve problems, provide effective feedback and motivate staff—these are the marks of a good leader. What separates good from...

Interaction with the staff is important in most any leadership position, but it is absolutely critical in a contact center. The agent’s job success...

In our centers, vast amounts of useful content and ideas exist in the minds of our agents. Collaboration is, of course, hardly a new...

The American Heritage Dictionary of Idioms defines the phrase to “let someone have it” as originating in the mid-1800s and meaning “to give a...