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Category: Workforce Infrastructure

By Matt McConnell
in Workforce Infrastructure
on Mar 19, 2012

Don’t Look Now, but Your NPS is Showing…

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

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By Matt McConnell
in Workforce Infrastructure
on Mar 5, 2012

What’s On Your Dash?

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

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By Matt McConnell
in Workforce Infrastructure
on Feb 20, 2012

Top 10 Reasons Most Contact Center Agents Burn Out

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

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By Matt McConnell
in Workforce Infrastructure
on Feb 7, 2012

Two Minutes is Not a Break

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

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By Jeanne Bliss
in Workforce Infrastructure
on Oct 10, 2011

If You Shed Legacy Industry Practices – What Could you Become? Part 1

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

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