Category: Blog

[fusion_builder_container background_color=”” background_image=”” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_repeat=”no-repeat” background_position=”left top” video_url=”” video_aspect_ratio=”16:9″ video_webm=”” video_mp4=”” video_ogv=”” video_preview_image=”” overlay_color=”” overlay_opacity=”0.5″ video_mute=”yes” video_loop=”yes” fade=”no” border_size=”0px” border_color=”” border_style=”” padding_top=”20″ padding_bottom=”20″ padding_left=”” padding_right=”” hundred_percent=”no” equal_height_columns=”no” hide_on_mobile=”no” menu_anchor=”” class=”” id=””][fusion_builder_row][fusion_builder_column type=”1_1″ last=”yes” spacing=”yes” center_content=”no” hide_on_mobile=”no” background_color=”” background_image=”” background_repeat=”no-repeat” background_position=”left top” hover_type=”none” link=”” border_position=”all” border_size=”0px” border_color=”” border_style=”” padding=”” margin_top=”” margin_bottom=”” animation_type=”” animation_direction=”” animation_speed=”0.1″ […]

If you are a manager of people in your organization, you know first-hand the challenges and complexities of managing a variety of personalities. Not only that, but the goal of every manager is to make sure department goals and objectives are met in the process.  One of the nuances of management is that there are […]

Having diversity in the workplace is more important than many people believe. Diversity is defined in many different ways: race, gender, age, socioeconomic status, education, skill sets, experience and so much more. When you celebrate diversity your opportunities become endless. Not only do you learn how to work well with others you may not normally […]

It is not a secret that I am a sports fan… or fanatic, depending on your view! Truly, my office and home are filled with memorabilia that knows no bounds in terms of sports, teams or level. I am a fan of high school, college, and professional athletes; baseball, basketball, and football; and, even, particular […]

As a leader, you must have a clear view of the future and an established point of view. This includes having a plan that produces change – even when it is challenging. Once you know where you are headed, it is imperative that you share this view and plan with your team members. Communication is […]

Whether you’re in that position or already managing a team of employees, there are five qualities you should examine to make sure you’re ready to engage your work-staff to make a real and lasting impact on every aspect of your business, ensuring better communication, committed employees and organizational success. Often times, top five lists like […]

Average Handle Time (AHT) is one common metric measured by call centers to understand how they are doing at servicing their customers and how they could improve. Simple enough? Not really! There is a lot of controversy over AHT. Should it be as short as possible? Should it take as long as necessary? Is it […]

Monitoring trends and changes in technology is critical to stay ahead of the curve and be ready for changes that happen quickly. Nowhere is this more important than in the Call Center. A recent release distributed in BusinessWire, shares 10 specific technology trends to watch for in 2018. We’d like to share some of the […]