Characteristics of High Performing Teams
Oct 07, 2019 Matt Rocco
I recently read an article about the characteristics that high performing teams share. After reading the article, I reflected on my 35 years in the…
Learn More...Worried about the Capital One Hack? Here’s what to Do
Aug 28, 2019 Ronnie Mize
According to IBM and the Ponemon Institute, 50% of data breaches in the financial sector are caused by malicious or criminal attacks, while 27% results…
Learn More...5 Strategies for Effective Call Center Operational Performance
Aug 14, 2019 Kaylene Eckels
Working in today’s call center is a demanding job. The simplest of transactions are now often handled via self-service tools, leaving more complex work left…
Learn More...Artificial Intelligence Benefits in Call Centers Worldwide
May 10, 2018 Jim Iyoob
Many of today’s adults remember a time when artificial intelligence was something mentioned only in relation to science fiction. Such mentions frequently involved futuristic self-driving…
Learn More...Protect Your Contact Center Team from a Space Shuttle Columbia Like Disaster
Mar 16, 2018 Kaylene Eckels
In 2003, the space shuttle, Columbia, disintegrated over East Texas and Louisiana, when it attempted to reenter the Earth’s atmosphere. Sadly, all seven astronauts aboard…
Learn More...3 Ways to Enhance Customer Experience in the Call Center
Feb 20, 2018 Jim Iyoob
Call centers have come along way from the institutions that emerged in the 1960s to efficiently handle high volumes of customer calls. Today’s call centers…
Learn More...How to BRAND Your Company through the Hiring Process
Jan 19, 2018 Veronica Chimney
At all times, your employees determine the rate at which you company grows because they make your customers either happy or unhappy. When you have…
Learn More...Training That Will Make You Stop, Drop and Roll
Dec 22, 2017 Matthew Cole
In our world, we are often asked to minimize the time it takes for the transfer of knowledge to take place while still maximizing the…
Learn More...Technology And Its Impact On Consumer Behavior
Dec 19, 2017 Jim Iyoob
Often a company leadership faces unending challenges especially when it comes to the rapid technological changes. Since the emergence of information technology, company communication with…
Learn More...Is FCR a contact center metric anymore?
Dec 15, 2017 Amit Kachhawa
First Call Resolution metric measures the number of calls completed within a single contact between an agent and customer. This is an important performance metric…
Learn More...