Management: Generation Y in the Contact Center

Understanding Millennials: Who Are They? What drives them? What are their significant attributes? Considerations when managing this Generation: Implications on Scheduling, Work diversity, Training / Coaching, Contact Center and Corporate culture; Leveraging ...
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Management: Are You Parenting or Managing Your Staff

Do you want to improve your performance and the performance of your staff?  Of course, the answer is yes. We all do.  But first we need distinctions between managing and parenting–as well as managing and leading–so managers (and everyone else) can develop ...
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