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Callback: An Alternative to Hiring Extra Staff to Improve Customer Service

Labor is the biggest expense for any call center. So, what’s the alternative to hiring extra staff to improve customer service? In the enterprise, building out individual business departments is often an... Read More

#ICMIchat Recap: Training for Different Learning Styles

Do learning styles really impact training? Our #ICMIchat this week was all about learning styles, and there were many different perspectives presented. Should the term learning styles be changed to learning preferences?... Read More

Keep Those Games Going to Keep Those Brains Sharp

“Games lubricate the body and the mind. We do not stop playing because we grow old, we grow old because we stop playing!” -Benjamin Franklin Games are fun. Not only fun, but... Read More

5 Tips for Creating a Great Call Center Agent

It’s easy to find headlines, articles and seminars featuring executives or consultants talking about creating a culture of customer service excellence. Almost everyone, from CEOs to call center managers  “gets” that making... Read More

Building a Training Program from the Ground Up

In the wildly popular course, The 7 Habits of Highly Effective People, Stephen Covey tells us that every project has two parts:  a mental creation and a physical creation.  When considering the... Read More

Create a Team to Re-Design or Create Your Quality Evaluation Form

Is it time to re-design or create a quality evaluation form in your center?  This is a big undertaking for any size call center, and one person should not do it alone.... Read More

Do We Need Learning Objectives?

When you are taking a course, what happens when the facilitator shows a slide with 4-6 learning objectives on it? Do you pay attention, or does your brain turn off? If you... Read More

Have it Your Way Every Time

The bigger your network, the more opportunities you have, the more success comes your way. Everyone is a potential client or partner. Add someone new to your network every day – talk... Read More

Contact Center Coaching Drives Real-World Results for Workfront

Since the earliest days of the call center, the industry’s most visible metrics have focused largely on quantity – calls per hour, average handle time and idle time, just to name a... Read More

#ICMIchat Recap: Quality and Coaching

Monitoring can seem like a four letter word to contact center agents, but it doesn't have to be that way.  In fact, it shouldn't! How can contact center leaders develop a sense... Read More

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Which of the following best describes the mood in your contact center?

Every man for himself
Teamwork makes the dream work
Some days are stressful, but we have fun
Most people do the minimum to get their paycheck
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