Call Center and Contact Center Resources

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Call Center and Contact Center Resources

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Article -
Why Agents Think Your Shift Bid Is Unfair (Even When It Isn’t)
Date Published November 10, 2026 - Last Updated November 10, 2026
Ask agents what they think about how shifts are assigned and you’ll often hear the same thing: “I don’t know how it works, but it doesn’t seem fair.” Someone with less tenure... Read More
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Is Your AI a Teammate or Just a Number You Subtract?
Date Published November 03, 2026 - Last Updated November 03, 2026
Most contact centers now have two workforces. One has names, badges and shift bids. The other runs on software and answers thousands of customers a day. But in most workforce management plans,... Read More
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The Story Behind the Rock & Roll T-shirt
Date Published October 05, 2026 - Last Updated October 05, 2026
There’s something different about a T-shirt with a rock ’n’ roll band or album on it. It isn’t just clothing. It’s a memory you proudly wear. The faded black shirt with a... Read More
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How to Deal with Energy Vampires
Date Published September 23, 2026 - Last Updated September 23, 2026
Throughout my career, and especially during my travels and time spent working inside organizations, I encountered a familiar workplace phenomenon: The Energy Vampire. Someone whose presence, attitude, behavior, or perspective consistently drains... Read More
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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
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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
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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
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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
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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
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