If you're managing some type of customer support operation or contact center using spreadsheets, shared drives, and a mashup of single-purpose solutions, you're fighting an uphill battle.  

These...

From Sunday, April 23 to Wednesday, April 26, Frost & Sullivan will be hosting their 2023 Customer Contact East event. One of the major focal points of the event will be the recruitment, engagement,...

Discretionary effort is the often untapped potential within your team, the extra mile they can choose to walk – or not – that often means the difference between good and great in the customer’s...

An employee performance dashboard can be incredibly useful for getting an “at-a-glance” view of how your team is doing when it comes to meeting their performance goals (or, if you want, their process...

Too often, employees must spend too much time tracking down information they need to do their jobs effectively. With an effective knowledge base, you’re making an investment in your team by providing...

Does your data show that employees are missing their targets? Consider if this is due to them underperforming or poor performance management within the organization. Effective performance management...

Tracking key performance indicators (KPIs) is almost mandatory for any call or contact center operations manager that wants to improve their team’s performance. Tracking the right KPIs can help you...

Employee engagement is a critical driver of productivity and success—which may be why 71% of executives say that employee engagement is critical to their company’s success (Source: Haiilo). Employee...

Finding ways to maintain or increase employee engagement and motivation is an important part of any leader’s duties. However, it’s often easier said than done. Leaders may find themselves lacking the...