Call Centers: Conflicting Priorities make Service Delivery a Balancing Act. The call center industry faces a unique set of pressures that are often at odds with employee engagement and productivity. How do leaders in the industry position 'People' in their competitive strateg...
Sales Management: Living and Dying by the Numbers Excellent coaching can improve performance by up to 19%. Coaching by a manager with even average coaching skills can generate an increase in sales of 5-10%; multiply that by the number of people in th...
The Noise about Engagement - and why you need to listen. The more 'engaged' the team, the greater the likelihood that the team will go out of their way to achieve their objectives. This direct cause-and-effect relationship is at play in your business today;...