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 […]
During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them […]
Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we […]
We know that coaching offers many benefits for our experienced agents so we design coaching programs for on-going employee development […]
Recently I had a support team manager tell me that she had received feedback from a VP in the operations […]