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 experience, your performance metrics and profitability. Let's explore what powers this invaluable asset...

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 quicker, more efficient access to valuable information... and you’ll be helping to increase your...

Quality Assurance (QA) and Training are focal points for any organization due to their impact on the customer experience. Contact centers and customer support operations are no exception.

Having a strong QA process leads to more consistent results from your team and customers.

Hello everyone and welcome to our new website. Thanks for checking us out.

Like you, the last two years have been a bit of a whirlwind for us. We have tripled in size since the onset of the pandemic and are thrilled to welcome many new clients and brands to our platform, and we now enable literally...

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 can be hard, for a lot of reasons. It takes time to put together an effective session – pulling...