Your agents are crucial assets to your contact center. Serving and supporting your customers each and every day, they truly...

In this edition of our customer contact center community stories, we’re diving into the variety of ways Intradiem customers are...

Contact centers are becoming more complex. Keeping up with the pressure to cut costs and meet demands is hard. Mix...

One of the key coaching skills I discuss with managers is the difference between “telling” agents and “asking” agents. Most...

Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is...

I love working with new coaches and helping them to become the best they can be. Most are very excited...

Balancing the need to keep costs low and keeping customers happy is tough. But, Workforce Management (WFM) and contact center...

Let’s face it…most agents want to be great agents. They want to keep their customers happy and that’s what we...

Welcome Financial Institution Pros! Today’s post is especially for you. In the midst of increasing usage of mobile banking and...

We train our agents to thank our customers and show appreciation for their business.  We coach to ensure that they...