Nov 25 3 mins, 19 secs read

Managing Millennials in Call Centers

Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connectiv...

Nov 23 4 mins, 15 secs read

Employee Suggestions and Feedback at Work Place: Are Your Employees Brave?

Employee suggestions should be solicited and encouraged through a system with follow-ups. By Peg Ayers Not everyone ...

Nov 23 5 mins, 49 secs read

The Importance of Human Connection in Call Centers in the Age of Remote Working

Creating human community and human connection for call centers workforce using remote working, Work from home (WFH) or h...

Nov 22 4 mins, 21 secs read

Leadership Soft Skills: Remember Names Can Go a Long Way

People skills, or soft skills are important tools for leadership, one of them is to remember names with visual and menta...

Nov 22 9 mins, 53 secs read

Team Strategies for a High-Performance Contact Center

To grow a high performance customer experience contact center or team, leadership strategies for team building, teamwork...

Nov 22 3 mins, 20 secs read

Contact Center CX Coaching Questions for Supervisors

Call center customer experience coaching and training is best through coaching questions to develop supervisors, contact...

Nov 22 4 mins, 19 secs read

Call on Hold Doesn’t Have to be Painful

By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and age...

Nov 22 2 mins, 50 secs read

Performance Management with SMARTER Goals that are Revisited Throughout the Year

By Peg Ayers Most organizations have year end performance evaluations, some have quarterly reviews.   Here are some...