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Your Front Line Leaders… The Epicenter of Satisfaction

As leaders in the whirlwind environment of the contact center. We like to cut to the chase. We want to see it, believe it, and act on it. That’s who we are and a big part of why we’re successful.…

What message are you sending to your new hires?

Our last post focused on how to reduce new hire attrition through using simple yet effective methods from the “Captain’s Checklist” to ensure a successful transition from initial training to production. So now that the new hire is ready to…

New Hire Attrition: Solving A Costly Problem

Solving the problem of new hire agent attrition is an ongoing challenge in contact centers, and more than likely, on your team. The cost of agent attrition ranges from $2,500/Per Agent to $9,500+ (depending on industry). These costs are…

Leadership: Mastering Operational Excellence

The following article from Dawn and Tom is featured in the June 2011 edition of Contact Center Pipeline. Please let us know what you think, and share your thoughts/questions on how mastering the fundamentals drives excellence!

Leaders aren’t born, they are…

The Bottom Line

Welcome to the Bottom Line! Our mission is to assist and enable your efforts in achieving operational excellence in your contact center enterprise. We will do this via industry-leading thought leadership, this newly created operational excellence blog & social media…