Blog

VISION: What is it? Why does it matter?

Apr 11, 2018 Matt Rocco VISION: What is it? Why does it matter?

#6 in the Character Commitment Series VISION: WHAT IS IT?  Besides the obvious as it pertains to our ability to see with our eyes; what…

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Understanding How Servant Leadership Improves Employee Engagement

Mar 14, 2018 Matt Rocco Understanding How Servant Leadership Improves Employee Engagement

Even though it’s important that leaders exemplify the traits a good leader needs to be effective and guide employees to success, leaders should also be…

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3 Reasons Servant Leadership Increases Call Center Customer Satisfaction Rates

Feb 28, 2018 Matt Rocco 3 Reasons Servant Leadership Increases Call Center Customer Satisfaction Rates

Today’s consumers have many more options for interacting with businesses than they did in years past, thanks to technological advances. They can chat in real…

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3 Things to Know While Leading Change Management

Feb 21, 2018 Matt Rocco 3 Things to Know While Leading Change Management

Change is always difficult; people are by nature creatures of habit. If you are in a leadership position and it’s up to you to communicate…

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Understanding the Leadership Qualities that Lead to More Engaged Employees

Jan 24, 2018 Matt Rocco Understanding the Leadership Qualities that Lead to More Engaged Employees

One of the most widely-used yet misunderstood terms in the business world is “employee engagement.” While plenty of executives, team leaders, and consultants call upon…

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5 Things You Can Do to Become a Great Leader in the Contact Center

Jan 22, 2018 Jim Iyoob 5 Things You Can Do to Become a Great Leader in the Contact Center

Great leaders aren’t born that way, and most dedicate their lives to learning, applying and mastering leadership skills. When it comes to being a leader…

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The Motivations of Servant Leadership

Jan 15, 2018 Matt Rocco The Motivations of Servant Leadership

In my 34 years in contact center management, I have seen a variety of leadership styles. What is important about leadership styles is that it…

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10 Traits of a High Performer

Dec 29, 2017 Veronica Chimney 10 Traits of a High Performer

Potential employees come in an endless variety of traits. It goes without saying that many organizations want and need to retain great performing employees. It…

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Cultivating Professional Trust

Dec 27, 2017 Matt Rocco Cultivating Professional Trust

Being in a leadership position in any sort of environment is challenging. No matter the uniqueness of their individual situations, all leaders typically find themselves…

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Understanding Online Consumer Behavior Is Essential to a Successful Business

Dec 26, 2017 Jim Iyoob Understanding Online Consumer Behavior Is Essential to a Successful Business

Among the myriad of essential business processes, fully comprehending consumer behavior can be uniquely challenging. While things like budgeting and keeping track of inventory can…

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