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Stop Treating Your IVR Like a Phone Tree
Date Published June 08, 2026 - Last Updated June 08, 2026
Most contact centers treat their IVR as a static tool. It does the job of routing calls and playing pre-recorded messages, and that’s it. That is the problem! Given that today’s customers... Read More
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You Don't Have a Training Problem. You Have a Selection Problem.
Date Published June 03, 2026 - Last Updated June 03, 2026
Why contact center attrition, supervisor burnout, and low engagement so often trace back to a hiring decision made under pressure - and the metrics that can finally break the cycle. Walk into... Read More
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5 Steps to Build Belonging Through Agent Job Shadowing
Date Published June 02, 2026 - Last Updated June 02, 2026
As workplace expectations evolve, the future of work calls CX leaders to cultivate human-centered belonging that goes beyond performance metrics. True belonging is built by cultivating an intentional, inclusive employee experience in... Read More
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Pope Leo got hung up on. Your metrics would have said the call was fine.
Date Published May 28, 2026 - Last Updated May 28, 2026
By every measure most contact centers still report on, the call that turned a Chicago bank into international news was a success. That tells you something about the scorecard. When Father Tom... Read More
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Transformational Leadership Begins with Transformational Alignment
Date Published May 27, 2026 - Last Updated May 27, 2026
Alignment is one of the most powerful forces in any organization when it is done well. I often use water as the analogy. When water moves in the same unified direction, it... Read More
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Are we facing a leadership capability gap in customer service or a strategic blind spot at the executive level?
Date Published May 19, 2026 - Last Updated May 21, 2026
When a CEO says, “I don’t see the value of my contact center,” who’s fault is that? I was at an event yesterday speaking with a couple of CEOs from medium‑sized organisations.... Read More
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IPH – the Greatest Acronym You Never Knew [Part One]
Date Published May 18, 2026 - Last Updated May 18, 2026
IPH, or Interactions Per Hour, is a shift from traditional practices that prioritizes customer needs above all else; multiple factors speak to the value this mindset provides.     The Callback Volume... Read More
Article -
How to Lead with Your Heart
Date Published May 13, 2026 - Last Updated May 13, 2026
Contact centers are often judged by what can be measured: service level, handle time, quality scores, adherence. These metrics matter. They provide structure and accountability in an environment where consistency is critical.... Read More
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Is Transformational Leadership right for you?
Date Published May 12, 2026 - Last Updated May 12, 2026
In my last article, I discussed what Transformational Leadership is and how you can apply the first of the core attributes (influence), to your leadership style. A quick review: Transformational Leadership centers... Read More
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We’re Approaching Networking Backwards
Date Published May 11, 2026 - Last Updated May 11, 2026
You’ve seen it before, and if you’re being honest, you probably don’t love it. You accept a LinkedIn connection request and within a minute you get a follow-up message with someone’s resume... Read More
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