If you are a contact center director, manager or supervisor, you most likely value your agents. You most likely strive...

Up until relatively recently, many managers and executives considered the topic of employee engagement to be “soft.” Those that still...

According to a study that I've completely made up to make a point, 90% of contact centers either don’t provide...

 While at a contact center conference recently, I saw a very odd-looking little man who seemed rather nervous and out...

What used to be viewed as an “edgy” staffing approach for the contact center is fast becoming a preferred one....

Today’s contact center has the ability to capture a vast and invaluable amount of customer and performance-based data. Sounds awesome,...

Customers today can hate you in a wide assortment of channels. That may not be the most positive and optimistic...

Look over at that workstation! It’s a customer service agent handling emails… no, it’s a sales agent handling calls …...

Most of us are familiar with the scene from the classic film “The Wizard of Oz” where Dorothy, the Tin...

Agents are pivotal in captivating and retaining customers. But they can be so wrapped up in meeting their metric of...