Culture and Agent Compliance: Rules vs. Trust

Your own kids, the team you coach and the people you lead at work. How much do you reel them in by rules, and how much do you let them run on trust? It’s often a struggle to figure out how to get the balance right, and many managers have been hurt by ...
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Accountability in Your Contact Center: Tips on Making it Real

Lots of talk about employee engagement, lots of talk about inclusion in decision making.
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Agent Turnover and Retention: Stay Interviews to Drive Employee Engagement

Agent turnover is one of the costliest issues for Contact Centers and when the agent is heading out the door, it’s usually too late to save the agent or the day.
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Intentional Coaching: Everybody Wins When You Give Agents What They Want

Intentional Coaching: Everybody wins when you give Agents what they want. "Intentional Coaching is an innovative coaching approach in which supervisors are out on the floor with their agents, reinforcing what’s right and helping them go beyond fast, efficient ...
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Leadership and Happiness

Do Happy Leaders Lead Better? In this special episode of CallTalk, our guest argues that, in today's business organizations, great leaders usually are truly happy leaders. Does this reflect you and your contact center?
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Best Practices in Call Center Consolidation

In this episode, you will learn “Five Keys To Call Center Consolidation”. Consolidation is an important and complex process that needs to be approached and executed carefully.  It is crucial that you fully consider the impacts on your operations, including on ...
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Knowledge Management in the Contact Center

Knowledge Management tools and resources are the brain of your contact center, providing your agents with the information they need right when they need it…when developed effectively and working properly.   The effectiveness of your Knowledge Management tools ...
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Leadership Perspectives

Leadership Perspectives: Have you ever wondered why some people are more difficult to work with than others? No matter how hard you try, it seems impossible to see eye to eye with the other person. Believe it or not, there is a quick way to figure out why the ...
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Customer Experience Journey Mapping

How can an organization increase the customer satisfaction by providing a positive experience and reducing the customer’s effort?  Is your organization thinking of, or looking into, more effective and less expensive says of interacting with customers?
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Outbound Predictive Dailing - Is it Dead in the US?

There have been astounding changes to the outbound calling process over the years. If your company uses predictive outbound dialing or your agents are spending time performing outbound calls, you need to hear about recent federal and state changes.
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Before Buying WFO Technology, Listen to this: Two Emerging Changes in the Contact Center Industry

Lately, Bill has begun to detect some striking changes emerging in the contact center industry. Something that has always mystified Bill Durr is the absence of change in the industry. He sees that contact centers really don’t want to buy software, they want ...
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