Supervisor

Posted on January 07, 2022 in Agent Experience • Best Practices • Blog • Business continuity • Call Center Consulting • Call Center DIY • Call center Humor • Call Center Management • Call centre consulting • Contact center consulting • Contact Center Industry Statistics • Contact Centre Ops • Customer Experience • Forecasting- WFM • Incentives • Leadership • Opinion • People management • Success • Supervisor • Training • WFH • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #Cx• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Leadership• Operational Management

By Peg Ayers As the New Year begins, many of us turn to thoughts of self-improvement, swearing off sweets, resolving to run three miles a day or promising not to spend hours in front of the television every weekend. But how many of us look at our contact centers and think about making this New […]

Posted on February 21, 2018 in Call Center Management • Call Center Performance • Employee Engagement • Employee Experience • Occupancy • People management • Supervisor

By: Peg Ayers, MBA, CCXP “What you are speaks so loudly, I can’t hear what you are saying.” – Ralph Waldo Emerson “Do as I say, not as I do.” Nobody says it aloud. But it’s illustrated every day when people give rules and advice to others that they don’t follow themselves. New supervisors can […]

Posted on January 18, 2018 in Agent Experience • Call Center Management • Employee Engagement • Employee Experience • Supervisor

By: Peg Ayers  Peg’s Page You know how time moves faster when holidays are coming up, and you have a huge to-do list? It was that time for me about 15 years ago when I realized I hadn’t figured out the holiday parade theme for my Contact Center. In our small city in the hills […]

Posted on December 21, 2017 in Business continuity • Call Center Management • Employee Experience • People management • Supervisor

By: Peg Ayers   A clean slate. A fresh start. As we remove the plastic wrappings from our new calendars and start neatly recording upcoming events and plans, we’re inspired to make 2018 the best year ever. Our New Year’s Resolutions show the way—if only we’d maintain them past mid-January. Supervisors and managers in your […]