The Benefits of Becoming a Law Firm Administrator

Law firm administrators run the business end of law offices.…

How to Pull Your Call Center Reps Out of an Unproductive Slump

Call centers are busy and stressful work environments. Agents are…

Four Ways to Use Employee Feedback to Recruit Great Call Center Talent

Each year, you ask your call center team to complete…

The Donna Pearson Story

Many of you knew Donna Pearson very well. This is…

How to Coach Your Team Through Organizational Change

It has been said that the only people who enjoy change are babies with wet diapers. Every manager understands this adage, knowing just how difficult it can be to help…

Why Energy Management is More Important than Time Management

When we think about being more productive, we typically think about ways in which we can manage our time better. We only get a few hours every day to do…

Big Data Impacts Every Part of Your Business. Is Your Staff Ready?

The only people in your organization who need to worry about big data are the folks in the IT department, right? Wrong. Big data impacts nearly every aspect of business…

How to Make Remote Employees Feel Like They’re at the Office

If you are a manager, you likely have at least one employee that works remotely.  Data shows that 30-45% of employees work outside the office  today, and that number continues…

Getting the Most From Your Support Staff Starts with You

Your support staffers keep operations humming, and most can anticipate needs and problems before they ever arise. They have talents and interests that can be extremely valuable to your organization,…

How to Be More Effective in Your Call Center Leadership Role

  Call center leaders are under significant stress to hit their goals in a high-pressure and fast-paced environment. Under stress, it can be difficult to focus on growing as a…