Call Center and Contact Center Resources

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Call Center and Contact Center Resources

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Article -
3 Ways to Scale Great Leadership
Date Published September 14, 2026 - Last Updated September 14, 2026
There he was. The CEO of our Fortune 500 company was standing at the edge of our contact center floor, unscheduled and unannounced, having come from our corporate headquarters in New Jersey... Read More
Article -
Transformational Contact Center Leadership: Building What Comes Next
Date Published September 08, 2026 - Last Updated September 08, 2026
Recently, I walked into the meeting with a contact center director. She was concerned that the company’s senior level leaders would see all the wrong things in the numbers. And at first... Read More
Article -
Your Service Culture Is Only as Strong as Your Last Hire
Date Published August 17, 2026 - Last Updated August 17, 2026
Not long ago, I had an experience as a customer where the same issue was handled very differently by two people within the same organization. Same problem. Same company. Completely different outcomes.... Read More
Article -
What Contact Centers can Learn from The Bear
Date Published August 11, 2026 - Last Updated August 11, 2026
One of my favorite television shows of the past few years is The Bear. For those who haven't seen it, the series follows a Chicago restaurant that begins as a struggling sandwich... Read More
Article -
Stop Managing Generations
Date Published July 28, 2026 - Last Updated July 28, 2026
A senior operations leader at one of the largest national defense contractors in the country recently shared a leadership challenge I hear often: “How do I effectively manage the newer generations?”  He... Read More
Article -
Your WFM Team Might Be Winning the Wrong Game
Date Published July 20, 2026 - Last Updated July 20, 2026
We're going to call him Bob. We're going to say that he's fictional, but I think we all know a Bob. I met this fictional and totally non-real person, Bob, at the... Read More
Article -
The Most Dangerous Leadership Lie
Date Published July 13, 2026 - Last Updated July 13, 2026
I remember being in my twenties, working as a sales manager for a consumer products company. The owner was a self-made multimillionaire who had earned his first million by age 25. By... Read More
Article -
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
Article -
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
Article -
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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