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...

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...

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...

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

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...