Discretionary effort is the often untapped potential within your team, the extra mile they can choose to walk – or not – that often means the difference between good and great in the customer’s experience, your performance metrics and profitability. Let's explore what powers this invaluable asset...

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...

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...

Employee coaching is crucial to maintaining a productive workforce but often falls to the wayside when day-to-day tasks get in the way. When coaching your employees, it’s important to create a feedback loop that helps employees continuously grow and improve. 

Call centers are notorious for high turnover rates, which can be costly to businesses. Especially in the wake of the great resignation, it’s more important than ever to make sure your employees feel as if they’re working for a top employer of choice. 

Some people go through the motions every day just to get a paycheck. Others are lucky enough to enjoy their job roles. Even if your team is in the latter category, it’s still common for routine or workplace disruptions to make people unmotivated every now and then. 

If there’s one thing we hear about from all our clients, it’s the ongoing challenge in finding, getting and keeping the best possible workforce. This is especially true now: People are changing jobs more frequently (or thinking about it), demand for good employees is at historical highs and demands...