Leadership

When it Comes to Contact Center Management, Keep Your Best Leaders Motivated

Posted on December 03, 2018 in Employee Engagement • Employee Experience • Leadership • retention • Success • Training

By: Peg Ayers Are all the leaders on your team equally skilled? Who do you think of first when you have something critical that must be handled brilliantly and immediately? We all have our preferences as to who we trust when the pressure is on. This makes it even more important to keep those leaders on […]

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5 Ways to Engage Your Front-Line Staff

Posted on August 29, 2017 in Incentives • Leadership • Strategy

By: Peg Ayers, MBA, CCXP The Front Line Customer Experience. Employee Engagement. Profitability. What’s the largest single influence on all of these things in your business? Chances are, it’s your frontline associates. The people who are dealing directly with your customers. The folks who are making decisions about how they do their work, what they […]

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