Whether you call it employee development or skills enhancement, it’s all about training our agents and leaders to be successful with […]
If you are a contact center director, manager or supervisor, you most likely value your agents. You most likely strive […]
Up until relatively recently, many managers and executives considered the topic of employee engagement to be “soft.” Those that still […]
You know the drill. Agents don’t get the training they need. Performance suffers. They lose confidence and become unsatisfied, and […]
(This blog post first appeared on ICMI on April 3, 2014.) As part of your frontline workforce, a contact center agent’s top […]
In our ongoing Contact Center of the Future blog series, we’ll like at some key trends and discuss insights that […]