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...

Once considered an emerging technology, new to the scene within the past few years, intraday automation is no longer a...

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

What are your competitors doing with CX? I do hope you have answers for this! But are your answers up...

To earn your stripes in the Workforce Management profession, creating that perfect forecast and schedule made you a hero. But...

Chapter One:  Detective Holmes had solved many cases and now she had been brought in to a call center to...

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