February 15, 2018

Originally published in The Contact Center Pipeline, October 2016 

My flight just got cancelled, and I have to make it home tonight to attend my daughter’s holiday dance recital.  Or maybe, after 17 years of paying premiums, I have to file my first claim.  Or, maybe my...

December 5, 2017

Originally published in the Contact Center Pipeline, September 2014  

“Well, you know, it is a call center.”  That phrase always seems to be uttered at some point when discussing turnover at a contact center.  It suggests a certain resignation to a situation that i...

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February 15, 2018

January 10, 2018

November 10, 2017

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