Recently I had a support team manager tell me that she had received feedback from a VP in the operations...

Research shows that 85% of organizations view the customer experience provided through the contact center as a competitive differentiator. Yet...

Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the...

Coaching in our centers can involve a wide variety of coaching activities and communication skills. Our agents may be focused...

I recently came across the Japanese terms genchi genbutsu and genba; they're both key principles of the Toyota Production System,...

In honor of April Fool’s Day, I thought I’d share some of the most foolish things I’ve seen center leaders...

Anyone who has ever worked in a contact center knows stress. Being a workforce manager is like working in a...

The phrase "employee retention" sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive...

One of the greatest opportunities for agent engagement — and yet from my observations, the least implemented — is the consistent involvement of top leadership...