Leadership Courage in this Moment: Be Encouraged
Oct 30, 2020 Kaylene Eckels
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…
Learn More...5 Keys to Effective Coaching
Nov 24, 2017 Kaylene Eckels
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…
Learn More...Is Your Call Calibration Integrated to QA Scoring and Coaching?
Oct 11, 2016 Jim Iyoob
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,…
Learn More...How to Integrate Quality Assurance and Coaching for Success
Sep 23, 2016 Kaylene Eckels
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…
Learn More...3 Ways to Help Others Develop Valuable Leadership Skills
Aug 10, 2016 Matt Rocco
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…
Learn More...4 Tips for Reducing Attrition in the Contact Center
May 20, 2016 Kaylene Eckels
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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