Call Center Metrics

Call Center Metrics: Bill To Pay or Productive To Pay

Leadership Resources Frontline leaders are so very important to the success of the call center.  That is why both "The Role of a Supervisor" and "Positive Leadership" provides you and your teams... Read more »

Group Facilitation Training and How You Can Use It

One of the most important, but often one of the most dreaded parts of working for a company is the company meeting. Read more »

Team Working: 8 Indicators That Your Team Is Not Working

We have all probably been part of teams that that have been a huge success and also teams that have achieved nothing. I know I certainly have. If you are leading a... Read more »


Implementing disaster recovery best practices in your business may seem like a time-consuming project, but it's an essential step to protect your resources and reputation Read more »

Avoid Five Mistakes When Pacing Learning Activities

There are five mistakes that trainers frequently make when they plan time for learning activities. It helps to keep David Kolb's learning cycle in mind: Experiencing, Reflecting, Theorizing, Experimenting. It also helps... Read more »

The Three Methods of Learning

While speaking with a client recently, I was asked to help train her leadership team on how to coach employees. Once we discussed what the needs were, the client asked, "Can we... Read more »

Call Center Metrics & Command Center

Executive Summary To improve the efficiency of the a contact center, it is necessary to implement industry standard metrics. A call center has an opportunity to improve its efficiency by leveraging the... Read more »