When coaching with our agents, we have many important skills to focus on such as listening, use of empathy, following...

Remember when ‘chat’ meant talking face to face? Baby Boomers and Gen X’ers likely remember those days, which included eye...

Congratulations to AccorHotels Global Reservation Centre and their Workforce Planning Team. They received the New Brunswick Contact Center Association (ContactNB)...

Welcome to the follow-up to “Coaching Misses and Fixes.” Last time we looked at some of the coaching improvement opportunities....

A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced...

Workforce attrition can wreak havoc on any business, and this is especially true for call centers where it continues to...

One of the most important jobs we have as leaders is to make sure we are coaching successfully with our...

Being an agent is hard. Every day you work with customers who are frustrated because another part of the company...

Tour de Forefront - from New York to Chicago… "None of us is as smart as all of us." Ken...

During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them...