Top Grading Talent:Why the Best LeadersRebuild Before They Hire The New Year Reset As 2026 approaches, call center and sales leaders are planning for growth. But before adding headcount, the best teams start with a simple step: evaluating who’s already on board. The...
Staffing for Peak Season Success: Build a Team That Wins Every Call From Hiring to High Performance:Building Your Ideal Call Center Crew Crunch Time for Call Centers Open enrollment is already here. The phones are busy, your team is stretched, and the hiring window...
Fake Candidates and Deepfakes:The Dark Side of Remote Hiring with AI AI Red Flags Remote work has been a game-changer for call centers and customer service teams. It’s opened up the talent pool, given people more flexibility, and helped companies grow without the...
Can’t Find It IfYou Don’t Define It:A Smarter Way for Leaders to Navigate Career Moves Download the Free Leadership Career Workbook Leaders in Transition Most people spend more time planning a vacation than planning their next career move. But when it comes to making...
The Hidden Cost of Misaligned Training:Why Call Centers Struggle with Turnover The Real Impact of Schedule Misalignment It’s 11 PM, and your newly trained customer service representative is struggling to stay alert during their first week on the night shift....
A New Era of Remote Call Centers It’s no secret that remote work has transformed the call center industry. Once an unconventional option, remote setups have quickly become the norm, bringing flexibility, scalability, and—let’s be real—a whole new set of security...
