In any organization, employee retention is key to success. For contact centers, this rings especially true as turnover is expensive and a drag on operational goals. Estimates on the cost of replacing...

We had another great experience at this year's QATC annual conference in Nashville. We met some wonderful people, and we saw a lot of content about the connection between QA and Training.

All growing businesses that are hitting their revenue goals share one common characteristic. They put the customer first. 

In the contact/call center, quality assurance is a bit different than it would be for a manufacturer or software development company. The goals of quality assurance training efforts in a contact...

Internal communication (IC) keeps the entire contact center workforce engaged through collaboration and the flow of information. No matter what size your contact/call center is, internal...

In this world of different work environments—in-person, remote, hybrid—employee coaching has taken on more significance than ever. We all know maximizing employee performance is crucial for any...

Quality assurance (QA) is a critical part of any contact center’s performance management and improvement initiative. Effective contact center QA helps identify what is or isn’t working so course...

What Are Soft Skills?

The term “soft skills” typically refers to skills that are indispensable when it comes to human interactions. They are typically non-technical and are largely relational. In...

One of your primary business goals is to ensure employee performance and business continuity. That means ensuring all members of your team understand, and can perform, effectively, the functions of...