The world is changing and contact centers have to keep up. Generation Y – the “Millennial” generation – has a […]
Whether you call it employee development or skills enhancement, it’s all about training our agents and leaders to be successful with […]
In our ongoing Contact Center of the Future blog series, we’ll like at some key trends and discuss insights that […]
As a call center manager, working one-on-one with your agents can be the most productivity-enhancing tool at your disposal. Call […]
A Quality Manager once told me, “We seem to focus on activity, not results” and unfortunately he spoke the truth. […]