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Call Center and Contact Center Resources

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Article -
Real-Time vs. Scheduled Coaching: Which One Works Better?
Date Published June 16, 2025 - Last Updated June 16, 2025
In the last article in this series, we explored how contact center leaders can make time for coaching in their busy environments. (If you missed it, catch up here). This week, we're... Read More
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How to create a purposeful contact center
Date Published June 16, 2025 - Last Updated June 16, 2025
Too often, contact center roles are sold as entry-level jobs, stepping stones toward a different career path. This perception undervalues the true significance and potential of these critical roles, ultimately affecting morale,... Read More
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The AI Opportunity to Reshape Culture and Performance
Date Published June 11, 2025 - Last Updated June 11, 2025
Contact centers are infamous for being high-pressure environments with relentless focus on metrics like average handle time (AHT) and occupancy rates. This soul-crushing focus on efficiency has resulted in low morale, high... Read More
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3 ways to empower employees
Date Published June 10, 2025 - Last Updated June 10, 2025
To create an exceptional experience for your customers, you need to start with your frontline agents. By fostering a culture of ownership and empowering these employees, you enable them to contribute meaningfully,... Read More
Article -
Create a Winning Attendance Policy: Part 3
Date Published June 09, 2025 - Last Updated June 09, 2025
In article one, we covered that infraction-based attendance policies — those that only track points and lead to termination — are incomplete. In article two, we explored what a more robust and... Read More
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3 Ways to Create a High-Performing Contact Center Team
Date Published June 04, 2025 - Last Updated June 04, 2025
An organization's culture reveals what it values — its customers, employees, community and other stakeholders. Today's contact centers serve as the frontline of customer experience. Yet, few organizations effectively leverage culture as... Read More
Article -
How to Build a Better Attendance Policy: Part 2
Date Published June 02, 2025 - Last Updated June 03, 2025
In my last article, I made the case that point-based attendance policies aren’t inherently bad — they’re just not as robust as they could be. This article explores how we might build... Read More
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Customer Centricity Starts at the Top: Leadership’s Role in Fostering a CX-Driven Culture
Date Published May 30, 2025 - Last Updated May 30, 2025
I once had the opportunity to play golf with four NFL quarterbacks: Drew Brees, Carson Palmer, Chase Daniel and Drew Stanton. It was part of a high school fundraising auction that included... Read More
Article -
5 Strategies for Identifying and Nurturing Top Talent
Date Published May 20, 2025 - Last Updated May 20, 2025
Some people say having a great CX strategy is the most important thing for a contact center. Others might argue that creating systems and processes that suit the business is the better... Read More
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How to Make Time for Coaching in a Busy Contact Center
Date Published May 19, 2025 - Last Updated May 19, 2025
Last week, we explored how contact center leaders can reframe the way their teams approach quality assurance. (ICYMI, check out the full post here: Shift Your Contact Center QA Mindset). This week,... Read More
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