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People Management


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5 Priceless (and Free) Ways to Provide Employee Recognition

In today's labor market, attracting and retaining engaged employees is becoming increasingly difficult. The challenge is real and perhaps even more so in the contact center world.  How's this for a job... Read More

9 Ways to Instill Confidence in New Contact Center Agents

Starting a new job can be scary for anyone, but taking the first unsupervised call as a new contact center agent is particularly stressful. With so many unknowns and so many systems... Read More

Management Skills Contact Center Supervisors Need to Succeed

Too often, managers promote their best agents to be supervisors without equipping them with vital new leadership skills that will determine their success in their new job role. What are some of... Read More

The Conceptual Age and Right Brain Skills

One of the concepts Daniel Pink writes about in his books is a new term he has coined called the “Conceptual Age.” According to Pink, three catalysts are responsible for the era... Read More

7 Ways to Show Appreciation to Your Employees

100% of #ICMIchat participants agree that employees who feel appreciated are more engaged with their job. How do you express appreciation to your team members? Here are a few quick tips! For... Read More

Interview: Secrets to Incredible Customer Service with Paul R. Jones

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through... Read More

Promoting Mental and Physical Well-Being in the Contact Center

Working in the contact center can take a massive toll on your physical and mental well-being.  When combining the stress that comes with never-ending customer requests, pressure from all types of internal... Read More

How to Transform Managers into Coaches

Customer service managers juggle a lot of roles and responsibilities in their day-to-day. While all of these roles are important to team success, effective coaching is absolutely crucial to leading and developing... Read More

5 Coaching Techniques That Will Move the Needle

No time to read? On the go? Click the button below to listen to us read this article. While I've certainly had my share of coaching conversations in my career while working... Read More

Training Agents to Handle Difficult Interactions

Ah, the life of a call center agent. It's a cushy job, right? Agents talk to customers on the phone and punch some information into a keyboard. Easy enough! But wait a... Read More



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