Is the Servant Leadership Model Paternalistic?
Apr 24, 2019 Matt Rocco
Imagine this. You are invited to a board meeting, and everyone is getting settled. While putting his cup down, the CEO accidentally spills coffee onto…
Learn More...4 Employee Engagement Trends To Watch in 2019
Apr 17, 2019 David Carrizales
Long gone are the days of solely focusing on customer satisfaction. While nearly every company will agree that keeping the customer experience (CX) at the…
Learn More...Artificial Intelligence: Streamlining Contact Center Technology
Apr 08, 2019 Jim Iyoob
It is hard to believe it now, but artificial intelligence used to be nothing more than a futuristic dream. It was portrayed in old movies…
Learn More...Tips To Improve Quality Monitoring
Apr 02, 2019 Shawndra Tobias
We monitor calls to ensure that minimum quality standards are achieved. However, call monitoring is not only for identifying problems and agent opportunities but also…
Learn More...8 Principles That Will Lead You to A Successful Servant Leadership
Mar 25, 2019 Matt Rocco
Servant leadership is or should be the bedrock of all organizations. It is based on the principle of growth through individual recognition and achievement. The…
Learn More...6 Tips to Spot Phishing Attack Emails
Mar 22, 2019 Ronnie Mize
Phishing attacks could be compared to actual fishing. The scammer creates an email that includes an enticement, essentially baiting the hook. Their next step is…
Learn More...How Integrating Artificial Intelligence With Human Intelligence Can Delight Your Customers
Mar 07, 2019 Jim Iyoob
Incorporating artificial intelligence (AI) into your call center quality monitoring can feel like an uncertain prospect. With over 80 percent of businesses already using or…
Learn More...What is Quality Assurance?
Mar 01, 2019 Shawndra Tobias
Quality assurance is defined as the maintenance of a desired quality of service especially by means of attention to every detail of the process of…
Learn More...People – First Culture – The Chant for Developing A Successful Business
Feb 22, 2019 Veronica Chimney
The People-First culture is a buzz word in the business world now. Many companies have embraced this culture after witnessing the positive impact it has…
Learn More...Five (5) Basic Data Security Protocols Every Call Center Should Have
Feb 15, 2019 Ronnie Mize
In a study out of the Clark School at the University of Maryland, researchers found that there is a hacker attack approximately every 39 seconds….
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