The latest generation entering the workforce brings a new energy to the contact center, which also brings new challenges to...

Facebook and Twitter have become part of the American’s everyday vernacular. We spend countless hours watching videos on YouTube, e-mailing...

Fred Reichheld of Bain & Company introduced the idea of the “net promoter score” in 2003 in an article he...

Everyone wants to believe that the time they spend at work is meaningful, productive and ultimately important to the company’s...

If you are in the call center business, you know a thing or two about turnover. There are many factors...

When you’re meeting with someone for coffee and your friend is two minutes late – what do you do? Become...

There are many practices in the running of our operations that are legacy practices. The “beloved companies” stand out because...