Finding the Silver Lining
Bill Kahn, Centrical's VP, Customer Success, Americas, sat down with four people involved in their...
Boost Motivation with Virtual Stores
Employees will be motivated to complete learning exercises, hit their KPIs, and more when they're able to redeem points accumulated through those efforts for rewards found in virtual stores.
Resource Center
Your employees are working from home. Now what?
It will be just fine if I don’t read another joke about business casual pajamas...
Don’t Forget the ‘Accidental Managers’ During a Crisis
Across the contact center industry it’s often the case that team leaders are first-time managers....
Why Football's Huddle Is So Important Now
Before the pandemic, my organization, like yours, had a rhythm, a cadence. We had a...
Your Team Leaders Are Crucial To Your Customer Experience
It’s your team leader who can make all the difference in turning a customer-centric strategy...
How to Deal with COVID-19’s Impact on Contact Centers
I’ve been involved in contact centers for nearly 25 years. Anyone who understands this business...
Setting Performance Goals During a Pandemic
Scan the front page of your favorite newspaper, analog or digital form, and chances are...
Don’t Overlook Contact Center Employees Who Were Working from Home Before COVID-19 Hit
According to the IWG Global Workforce Survey, half of all employees, globally, work away from...
‘We’ll be good for 1 to 2 weeks...but then what?’
I was part of a conversation with six customers the other day. It was far...
How’s that WFH Working Out for You?
I was on a video conference call the other day. Like they always are, before...
How to Sustain Business Excellence During COVID-19
You probably feel like me. The business you’re part of is all about excellence. In...
Does COVID-19 Make Everyone a CEO?
If you’ve managed to spend even a tiny bit of time scrolling through your news...