Finding ways to maintain or increase employee engagement and motivation is an important part of any leader’s duties. However, it’s often easier said than done. Leaders may find themselves lacking the time and resources they need to drive major employee motivation and engagement initiatives to...

Employee coaching is a critical part of helping your team members develop and realize full potential. Having the right coaching tools can make managing employee performance and development much easier. But, have you ever wondered what to look for in an employee coaching platform?

Getting employees to keep up with their certifications and training can be important for a number of reasons. For some, the goal is to ensure that employees have the right skills to provide top-class service. For others, it’s critical to maintain regulatory compliance. Whatever the reason, employee...

Voluntary employee turnover can have a major impact on any kind of business. While the specific cost of replacing an individual employee will vary based on industry and employee role, the price tag of employee turnover can easily exceed thousands of dollars. Estimates from Gallup put the annual...

Keeping talented call center staff is incredibly difficult at the best of times. Employees often balk at the high stress levels and long hours — which can be exhausting for both workers and managers.

While it’s true that burnout is one of the biggest causes behind voluntary turnover in call...

For any call center, employee recruitment is a major concern. With average call center turnover falling between 30% and 45% (Source: QATC), call center leadership is constantly pressured to add new talent and improve retention rates for existing call agents.

Employee engagement is a critical issue for any organization regardless of size or industry. When you have high levels of employee engagement, your team is more likely to go the extra mile to meet goals and is less likely to quit. On the other hand, employee disengagement increases the risk of...

Artificial Intelligence (AI), or software solutions that try to imitate human intellect to achieve complex tasks, have long been a part of business operations. Many businesses rely heavily on AI to sift through massive data sets so leaders can make more informed decisions. For call centers, speech...