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Call Center Resources & Insight

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Article
How Engagement Is the Path to ROI Growth
Leading global college admissions agency CollegeWise has experienced an employee retention rate of nearly 100% in each of the past four years – a far cry from the average annual turnover rate... Read More

Article
My Very Own Crystal Ball: The Four Must-Have Writing Skills for Customer Service Agents of the Future
The future is unknowable and people who gaze at crystal balls to predict it are probably crooks, not clairvoyants. In spite of that, I’m going to have a go at predicting a... Read More

Article
Leadership – and Thinking Differently – in the Contact Center Industry
What qualities do you find valuable in leadership? Humility, influence, and integrity. When people lead with humility, they acknowledge they don’t have all the answers. They take time to listen to the people... Read More

Article
Do Your Employees Love Their Jobs? Here’s Why It Matters
As an employer, you may think it is out of your hands as to whether your employees love their jobs or not. After all, doesn’t that come down to personality and career... Read More

Article
5 "Dare to Lead" Insights for the Contact Center Leader
I just finished reading Dare to Lead, and I must say that I am a big fan of Brené Brown’s flavor of leadership. In the book, she takes the traditional command-and-control, power-wielding,... Read More

Webcast
Optimizing Staffing and Scheduling with Automation
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Article
Tips and Tricks to Help You Inspire Your Team
Spotlight on Culture: Join your peers at ICMI Contact Center Connections from October 28-30 in Chicago. Take a deep dive into case studies and expert guidance for boosting your culture! Every contact... Read More

Article
When Culture Walks the Talk
Spotlight on Culture: Join your peers at ICMI Contact Center Connections from October 28-30 in Chicago. Take a deep dive into case studies and expert guidance for boosting your culture! So many... Read More

Article
What Hip-Hop Taught Me About Leadership Communication
Spotlight on Leadership: Join your peers at ICMI Contact Center Connections from October 28-30 in Chicago. Take a deep dive into case studies and expert guidance for elevating your leadership!  Communication is... Read More

Article
How to be an Effective Manager
Spotlight on Leadership: Join your peers at ICMI Contact Center Connections from October 28-30 in Chicago. Take a deep dive into case studies and expert guidance for elevating your leadership!  Stop me... Read More

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