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...

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...

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...