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Call Center and Contact Center Resources

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Article -
5 Skills Hiring Managers Should Look for in Contact Center Professionals
Date Published February 17, 2025 - Last Updated February 18, 2025
Over the years, as a recruiter for various top-tiered companies, I have found many skills, traits and behaviors that hiring managers should look for.  Regardless of the type of contact center agent... Read More
Article -
Join Us for a Game-Changing Webinar on Employee Retention
Date Published February 10, 2025 - Last Updated February 10, 2025
Is your contact center grappling with high turnover rates and retention challenges? You're not alone — but you're also not stuck. Join us on Friday, February 21, from 11:30 AM to 12:30... Read More
Article -
6 Skills Every Contact Center Manager Should Master
Date Published February 10, 2025 - Last Updated February 10, 2025
Contact center managers are the backbone of operations. They oversee diverse teams, resolve escalated issues and troubleshoot daily challenges. These responsibilities require a specialized skill set to ensure contact centers operate effectively... Read More
Article -
Two Leadership Responsibilities That Separate the Best from the Rest
Date Published February 04, 2025 - Last Updated February 04, 2025
In working with organizations of many types and across many industries, I've noticed something unmistakable and interesting about contact center leadership. While there are dozens of leadership principles that matter, two responsibilities... Read More
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The Future-Ready Workforce: Elevating Contact Center Success Through Internal Customer Experience
Date Published January 27, 2025 - Last Updated January 27, 2025
To effectively manage the customer experience in the contact center, we must equally prioritize and explore the internal employee experience with the same vigor as the external customer experience. Research indicates organizations that... Read More
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How to Hire the Best Contact Center Agents
Date Published January 23, 2025 - Last Updated January 22, 2025
If you’ve posted an opening for a contact center agent position, I bet you’ve gotten a lot of applications. Congratulations! But now, it’s time to make sure you’re hiring for the right... Read More
Article -
Brutal Truths About Toxic Leadership & 6 Ways to Fix It
Date Published December 19, 2024 - Last Updated December 19, 2024
Our son's class holiday party is tomorrow, and one of the many items on my long end-of-year to-do list was to provide a festive sweet treat. After researching for about an hour,... Read More
Article -
How to Foster Compassionate Agents
Date Published December 03, 2024 - Last Updated December 03, 2024
“You have to have empathy.” “Put yourself in the shoes of your customers.” “Empathy, empathy, empathy.” I feel like these phrases are thrown around a lot in our industry. In speaking with... Read More
Article -
3 Types of Contact Center Huddles
Date Published September 26, 2024 - Last Updated September 26, 2024
Football season has officially begun! One of the most recognizable things about the sport is the huddle. Before nearly every play, the offensive players gather to prepare for the next play.  Huddles... Read More
Article -
21 Fun, Easy Ways to Celebrate Customer Service Week
Date Published September 24, 2024 - Last Updated October 01, 2024
Customer Service Week is coming up this October 7-11, and it's the perfect opportunity to celebrate your team's hard work. Here are 21 fun, low-cost ways to make this year's celebration memorable!... Read More
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