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Please Don’t Shoot the Messenger!

The origin of the phrase “don’t shoot the messenger” comes from ancient times when the only option for communication during wars between kingdoms was...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in August

The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this...
Coffee Talk in the Contact Center

Coffee Talk with Mark Brody

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...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

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

Quality and Clarity: Passing and Receiving the Communication Baton

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

Is Your Organization Ready for a Coaching Culture?

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

Create a Coaching Culture

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...
Consultative WorkForce Management

Consultative WFM

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

Joy to the World… 10 Wishes for 2018!

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...
Contact Center Culture of Trust

A Culture of Trust

Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult...
Call-Center-Inside-View-Feature

Inside View: Nicole Berry, Sedgwick Claims Management Services Inc.

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...
Getting Top Level Support

Executive Interaction on the Front Lines

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...