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...

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

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....

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