Employee Performance: Maximizing Average Performers
Reward and recognition, merit pay allocation, promotions — programs like these are usually designed to reward your Superstars, those employees…
Do You Foster Lifelong Learning in Your Contact Center?
How does lifelong learning translate into the contact center? In an ideal world, a lifelong learning environment would afford agents,…
New-Hire Training: Simulate a Real-World Experience
Prepare new-hires for life in the call center by replicating the true work environment during the initial training phase. I…
Employee Performance: Managing the Bottom 10 Percent
Last time we examined the best of employee performance — how to polish the shine on your high- performers and…
Which Is It … Supervisor or Super Agent?
Contact Center Supervisors are the first tier of management at the front line of the Customer Experience. But are they…
Audit Your New-Hire Training Program
Like death and taxes, we can’t escape the need for new-hire training in the contact center. New reps have to…
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