What would you change about how your company operates? Nobody’s perfect, not even the world’s top CEOs. No matter how big or well-managed, every business can be improved in some shape or form. Bosses, managers, …
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You’ve trained a team of call center representatives, perfected your standard operating procedures (SOPs) and service-level agreements (SLAs), and successfully signed contact center clients. You’re ready to take on new contracts and scale your business …
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Are your employees engaged at work? Chances are, they’re not. Data shows that only 32% of the American workforce is engaged in their work. That leaves a whopping two-thirds who feel some level of disengagement …
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A perceived lack of fair or competitive compensation is a major reason for employee turnover, and ‘compensation’ includes more than a person’s take-home pay packet. It pays to understand the varied ways you can compensate …
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Do your employees always seem to be working hard, yet their total billable hours remain low? Tracking your employee utilization rate is essential for service providers that need to optimize resources and improve profitability. Not …
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For the last 40-50 years, forward-thinking organizational leaders have been working hard to reform top-down organizations into places where democracy and collaboration set the pace of progress. Employee empowerment has become non-negotiable. However, one area …
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We’ve all become familiar with the phrase “unprecedented times”. You might even say it’s been overused. But if there’s one cohort in the corporate world that knows what the phrase really means, it’s managers. Remote …
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We all know the famous saying: “What gets measured gets managed.” But resources are finite, so you can only monitor KPIs (Key Performance Indicators) for some things in your business. You need to choose what …