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Contact Center C-Level to Cube-Level

Lost in the Labyrinth: C-Level to Cube-Level… Making the Link

Success will come at the C-level when it is realized that the contact center is no longer simply a source of implementing technology and...
Contact Center Ideas & Innovations Tour 2018

Contact Center Ideas & Innovations Tour 2018

Contact Center Nation is all about passionate fans of the customer experience. We are always looking to talk to members of our tribe. These...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

Employee turnover is currently high across sectors and is expected to continue to rise throughout 2018. It comes as no surprise then that two...
Contact Center Leadership Lessons

Leadership Lessons from a Last Lecture

In September 2007, Carnegie Mellon University Computer Science Professor Randy Pausch was diagnosed with liver cancer. For those of you who have never seen...
Fish or Cut Bait... Don't Procrastinate in the Contact Center

“Fish or Cut Bait” Is Idiom Speak for “Don’t Procrastinate!”

“Fish or cut bait” is of U.S. origin and, of course, derives from the sport of fishing. Cutting bait is a straightforward literal term...
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...
Call-Center-Inside-View-Feature

Inside View: Kayla Adair, DiCentral Corporation

A crucial part of every company’s sales and service process takes place behind the scenes where a team of talented professionals helps to make...
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...
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...
The Impact of Chaos on Contact Center Operations

Now What? The Impact of Chaos on Contact Center Operations

We have all at one time or another uttered the phrase, “Now what?” According to TheFreeDictionary.com, this phrase means, “What is going to happen...
The Key to Great Customer Service

The Key to Great Customer Service: Collaboration

When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well. Both the agent and...
Contact Center Leadership Traits

What Parenting and Leadership Have in Common

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