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People Management


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10 Pieces of Advice for New Contact Center Managers

Landing a new management role is both exciting and nerve-wracking.  Managing a contact center for the first time can feel downright daunting. Tight budgets, high expectations, and an air of unpredictability can... Read More

Millennial View: Finding a Friend in Feedback

We’ve all heard it—Millennials thirst for constant feedback. We’re narcissists who need continual reaffirmation that we’re doing a good job at work. Managers dread hiring Millennial employees due to the amount of... Read More

Improve Your Contact Center Through Agent Training and Development

Organizations that understand the real value of professional development, culture, innovation, and creativity, also recognize the importance of continuously educating their employees. These businesses are the ones that will be better positioned... Read More

Establishing a Culture That Supports Distributed Teams

As a contact center leader, the results you create—internally and for your customers—depend on being able to get support from people who work at different times, in different places, or within different... Read More

What do Millennials Want?

Unlocking Explosive Millennial Engagement in Contact Centers What do Millennials want?  First, they want empowerment - Millennials want individual autonomy, and flexibility, with accountability for all.  They want to do meaningful work,... Read More

Customer Service Leaders Share Tips for Building Trust

Webster’s Dictionary defines trust as “assured reliance on the character, ability, strength, or truth of someone or something.” Trust is non-negotiable for relationships, and that includes the relationship between a brand and its... Read More

How Remote Employees Can Help Contact Centers Better Manage Peak Seasons

Over the past thirty years the contact center has become a business’ biggest resource. Larger companies no longer need to staff and manage customer service or lead generation departments. Smaller companies can... Read More

Expert Advice for Measuring and Improving Employee Engagement

Learn more about Clio, 2017 ICMI Global Contact Center Awards Winner for Best Contact Center Culture “I have worked in Customer Support for over 15 years in various roles and call centers.... Read More

How UPMC Health Plan Reduced New Hire Attrition By 25%

Learn more about UPMC Health Plan, winner of the 2017 ICMI Global Contact Center Award for Best Large Contact Center “UPMC is an exemplary case study in customer-focused service. The summaries of... Read More

What is Emotional Intelligence, and Why Does it Matter?

It seems everywhere you turn; lately, there is a reference to Emotional Intelligence. What is it? Where did it come from? And how can it make a difference in your business? These... Read More



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QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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