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...

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. 

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...

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...

It seems like everywhere you look (or listen) these days, the term Customer Experience is front and center. No surprise, really, given the increased emphasis companies are placing on how they treat...

Here’s a stat that will get your attention: According to the Gallup Organization, only 28% of employees strongly believe that the feedback they receive helps them do better work.

Being a good coach...