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Category: Training / Coaching

By Matt McConnell
in Blog
on Sep 4, 2020

What compassionate leadership during a crisis means in business

As Covid-19 continues, we're seeing devastating impacts for organizations across the city, forcing many tech leaders to make difficult decisions...

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By Matt McConnell
in Blog
on Aug 7, 2020

Exploring the Value of the Human Touch in a Global Crisis

The shift to our new reality can feel lonely for those quarantining alone or used to frequent engagement with friends...

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By Matt McConnell
in Agent Engagement
on Mar 20, 2020

Business Continuity for Your Contact Center Workforce

Business Continuity Plan First and foremost, our thoughts go out to everyone impacted by the virus. Like many other businesses...

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By Intradiem
in Blog
on Jan 13, 2020

Jump Start Your Coaching Program for 2020

"Each person holds so much power within themselves that needs to be let out. Sometimes they just need a little...

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By Jennifer Lee
in Agent Engagement
on Jun 28, 2019

Improve Employee Engagement Using Call Center Technology

With some of the latest call center technology talk focused on workforce automation, Artificial Intelligence (AI), and chatbots–often eliminating the...

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By Chelsea LeFave
in Real-Time Automation
on May 3, 2019

Shrink the Shrinkage with Contact Center Automation

Call center shrinkage may seem like a necessary evil by yesterday’s standards. However, technology that works in real-time – contact...

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By Lori Etheridge
in Agent Engagement
on Mar 22, 2019

Transform Your Call Center into a Superhero

There’s something sinister seething through your call center. It’s keeping you from being the strategic superhero you’re meant to be....

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By Melissa Kovacevic
in Best Practices / Metrics
on Mar 20, 2019

Spring Cleaning Time for Call Centers

Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in...

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By Chelsea LeFave
in Agent Engagement
on Feb 12, 2019

Show Your Agents You Care this Valentine’s Day

With Valentine’s Day upon us, what better time to show agents your care? This “Hallmark” holiday is for more than...

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By Anise Mastin
in Agent Engagement
on Dec 3, 2018

One Billion Actions Transforms Global Call Centers

Imagine one billion virtual assistants optimizing productivity and performance. Working seamlessly in the background, these assistants are transforming operations from...

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