Blog

Hit your class with a BEAM!

May 08, 2019 Matthew Cole Hit your class with a BEAM!

My daughter (McKenna) is in kindergarten and her teacher (Ms. Dee) is an excellent facilitator, experienced in her role, a creative thinker and a real…

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Training: Where Are You Going?

Mar 30, 2018 Matthew Cole Training: Where Are You Going?

When I was much younger my dad would take our family on road trips that didn’t always have a finite location or a destination. Often,…

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Are You Coachable?

Jan 01, 2018 Jim Iyoob Are You Coachable?

Even Michael Jordan had a coach, coaching your team is important if you want to drive continuous improvement. Effective coaching is a two-way street, where…

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Training That Will Make You Stop, Drop and Roll

Dec 22, 2017 Matthew Cole Training That Will Make You Stop, Drop and Roll

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…

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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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The Impact of Call Monitoring and Score Cards in the Call Center

May 25, 2016 Jim Iyoob The Impact of Call Monitoring and Score Cards in the Call Center

Any opportunity to improve call center operations is worth taking. Call monitoring and scorecards top the list. Call monitoring is a feature that allows you…

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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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