How can managers help their teams consistently improve instead of putting training on the back burner? We have some tips.
As a society, we’re paying more and more attention to mental health and its impact on job performance because we spend a lot of time at work. And we spend all of our time with our minds.
I don’t have a stress response with “do more” feedback. In fact, it often leaves me energized. It’s like someone showing me where to find the puzzle pieces I’ve been looking all over for. I want more of that.
Faking it ‘til you’re making it (whatever it is) costs us something important. So, how can we onboard new customer service reps so well that they never feel pressure to fake anything?
Almost exactly ten years ago, Simon Sinek gave a talk at a TEDx event near Seattle called “How Great Leaders Inspire Action.” Little did he know, he was about to start a movement.
It’s not everyday you get to read a love letter. And it’s definitely not every day you get to read one that’s written to an e-learning platform. So, enjoy. But also, brace yourself.
It is normal to keep our personal-development plans to ourselves. But if you’re trying something new in the way you interact with your teammates, break from this normalcy: Let people know what you’re up to and why.
With extensive experience working in large enterprise contact centers, Thomas knows how to successfully partner with a BPO to outsource customer service. See what he has to say about working with third-party providers and why training is always crucial for success.
With a background in call center leadership and consulting, Fred has experienced the evolution of customer service. See what he has to say about the future of contact centers and how leaders can create happier agents.