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...
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
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...
How to Reduce Attrition In ‘The Year of the Agent’
The fifth annual survey on Contact Centers’ Biggest Challenges and Top Priorities was recently issued...
Necessity is the Mother of Invention, Especially in A Pandemic
As most of the world grapples with THE COVID-19 pandemic, it strikes me that a...
A Pandemic Isn’t an Excuse Not to Shave
I was talking with a fellow startup CEO yesterday. Like me, he’s been working from...
Busy. Too Busy. Just Right. A COVID-19-Influenced Take on ‘Goldilocks & The Three Bears’
You may remember from your childhood the tale of “Goldilocks and the Three Bears.” If...
Managing Through Disruption: Leadership in a Pandemic
The term “managing through disruption” typically refers to managers having the plan and skill to...