News & Advice
Read the latest insights and best practices for employers and professionals.
Does Work Culture Even Matter? What Not To Do!
By: Ned Rossini The answer to that is 100%, YES! It absolutely matters to the overall success of the organization for a lot of reasons....
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Isn’t Privacy the Same as Security for Work-from-Home Call Center Employees?
By: Mike Bailey Privacy and Security are designed to protect companies and their customer’s information, but that is where the similarities end. As we look...
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Is Outsourcing Your Contact Center a Good Fit for Your Business? 5 Questions to consider when outsourcing that will lead to an easily defensible decision. By:...
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Everyday Excellence: Creating a winning culture through Continuous Improvement
By: Nik Bilyk In the world of auto racing, drivers constantly make subtle movements with their hands to keep their car exactly where it needs...
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Maximizing Training Effectiveness: The Power of Self-Paced Workshops
By: Travis Jerovetz Training lies at the heart of every successful contact center, serving as the cornerstone for agent development and performance improvement. As contact...
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Staffing Your Contact Center – The Good, The Bad, and The Ugly…
By: Ned Rossini As you can imagine and have likely experienced in your contact center journey, staffing is a never-ending process that you never really...
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“I admit it… Generative AI is a True Disruptor (I’m a Die-Hard Skeptic)”
By: Ned Rossini Okay, I admit it… the new digital world of generative AI in the contact center is very cool and very useful. No...
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Make Sure Talk Time and AHT Are Not Your Hidden Enemy
As most of you know, Talk Time and AHT (Average Handle Time) are about as common of a KPI that exists in the contact center...
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Three P’s Of Contact Center Outsourcing: The Third P
In my previous two blog posts, I talked about the Ps of contact center, and we have covered the first two already, People and Processes...
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