Leadership

Posted on March 08, 2019 in Call Center Performance • Employee Engagement • Employee Experience • Leadership • People management • Success

By Colin Taylor What is a high performance contact center? High performance is generally accepted to mean performing at the top of any possible performance range. So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it. In contact center these parameters will include quantitative: grade […]

Posted on March 05, 2019 in Agent Experience • Best Practices • Call Center Management • Call Center Performance • Education • Employee Engagement • Employee Experience • Leadership • People management • Quality Assurance • Quality assurance • Success • Training

By Peg Ayers Congratulations!  You’ve made it through year end performance evaluations, survived the challenges of January, and 2019 is starting off well for you!  You may be pleased that you don’t have to think about employee reviews again for many months.  But spending some time now could simplify the end of the year a […]

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 […]

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 […]