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Learning & Development

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How to Maximize Contact Center Agent Productivity

Contact center leaders have a lot on their minds. From the quality of their technology to creating a memorable customer experience, there are plenty of blinking lights that require attention. While all... Read More

Measuring the Effectiveness of Training

Two main challenges make it difficult to measure the effectiveness of contact center training: Change - The constant evolution of the contact center environment, including changes to procedures, goals, and turnover of... Read More

7 Ways to Personalize Performance Management

In an industry ruled by metrics, it's sometimes difficult to focus on behaviors instead of numbers. But more often than not, it's the behaviors that make the most significant impact on contact... Read More

How to Develop a Leadership Pipeline in the Contact Center

Are leaders born or made? This question has been up for debate for quite some time. Regardless of whether leaders are born, or made, leadership development is critical. I have had the... Read More

Metaphors and Management Wisdom

Last month I wrote about a story involving an intimidating dragon and a knight who approached the situation from a different viewpoint, and that story got me thinking about the sayings that... Read More

7 Ways to Make Contact Center Training More Fun

According to ICMI research, training is a top challenge for members of the contact center community. Many teams struggle to find the time and budget for effective training and making sessions fun... Read More

5 Ways Accelerated Learning Can Improve New Hire Training

You’ve just hired a full class of agents who carry with them the promise to provide memorable service at your contact center. But how do you accomplish this goal? The process of... Read More

What Hip Hop Taught Me About Leadership Communication

Communication is one of the foundational pieces that shapes the culture of a team, for better or worse. And good intentions aren’t good enough if you want a healthy culture built on... Read More

Tips for Improving Your Communication Skills

Strong communication skills are an essential life skill. Communication impacts business success, personal relationships, and more. Are your agents equipped to communicate clearly with customers? Is interpersonal communication a challenge for you,... Read More

What Are Your Dragons? Learn How to Tackle the Difficult Things

Nobody dared go near the tower. A fearsome dragon sat on its top. Until one day a knight rode up. “Do you need help to get down?” “Please.”        -from Twitter, @MicroSF,... Read More

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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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