Category

Call Centers

team-1928848_1920
Call Centers

Weaponizing your Customer Experience Strategy Part III: Coaches are the Critical Link

“Coaching is unlocking a person’s potential…it is helping them to learn rather than teaching them.”  – Timothy…
Read More
iStock_000035377844
Call Centers

Sales Force Competence Directly Impacts Customer Confidence

Who are your salespeople?  Do you know their names? Their background or previous experience? What…
Read More
quality-revolution-4
Call Centers

The Quality Revolution: Five Keys to Transforming Your Quality Program Key #5: Certification & Continuous Improvement

A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming…
Read More
quality-revolution-3
Call Centers

The Quality Revolution: Five Keys to Transforming Your Quality Program Key #4: Foster the Human Connection

A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming…
Read More
quality-revolution-1
Call Centers

The Quality Revolution: Five Keys to Transforming Your Quality Program Key #3: Automate Calibration

A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming…
Read More