Blog

Leadership Courage in this Moment: Be Encouraged

Oct 30, 2020 Kaylene Eckels Leadership Courage in this Moment: Be Encouraged

When crisis hits, it is critical to have alignment around key priorities that can be used to guide decision making, and to communicate these priorities…

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5 Keys to Effective Coaching

Nov 24, 2017 Kaylene Eckels 5 Keys to Effective Coaching

Coaching employees is important for continuity of an organization. Your leadership team needs to pass on the wisdom and knowledge they have gathered over the…

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Is Your Call Calibration Integrated to QA Scoring and Coaching?

Oct 11, 2016 Jim Iyoob Is Your Call Calibration Integrated to QA Scoring and Coaching?

During a call center interaction between a representative and customer, a third participant sometimes monitors the call to ensure quality. This is called call calibration,…

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How to Integrate Quality Assurance and Coaching for Success

Sep 23, 2016 Kaylene Eckels How to Integrate Quality Assurance and Coaching for Success

We all know the importance of offering exceptional customer service and the countless benefits that result from doing that. Quality assurance is at the core…

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3 Ways to Help Others Develop Valuable Leadership Skills

Aug 10, 2016 Matt Rocco 3 Ways to Help Others Develop Valuable Leadership Skills

Leadership skills do not come naturally to most people, but almost everyone will need them at some point. Most people will inevitably be faced with…

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4 Tips for Reducing Attrition in the Contact Center

May 20, 2016 Kaylene Eckels 4 Tips for Reducing Attrition in the Contact Center

High turnover is a challenge for a contact center and especially the recruiting department whom need to ensure that the companies has sufficient staff to…

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