“Nothing frustrates customers more than waiting for help because a store is understaffed. Foot traffic data shows precisely when your busy periods occur, not just by day, but by hour.” - Michael Keenan, Shopify. New technologies in the digital-AI era are improving the...

"Work expands so as to fill the time available for its completion." — Cyril Northcote Parkinson (The Economist) A common assumption in management is that more time leads to better results, but human nature proves that is not necessarily true. When a team is given a...

“The option to work remotely has become increasingly important for attracting and retaining top talent. Multiple Fortune 100 companies have embraced remote work, allowing agents to work from anywhere; this has allowed them to expand their talent pool globally while...

“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou Consistency is the goal of most businesses, but human memory doesn't work like a spreadsheet. We don't remember...

“Online reviews provide especially valuable real-time information on your customers’ experiences. They are a direct line of communication that allows you to address issues promptly, improve products or services, and demonstrate your commitment to customer...

“At its core, team building is the process of bringing individuals together to form a cohesive group that works toward a shared goal. It’s about intentionally creating opportunities for shared purpose, trust, and connection” - David Goldstein, Founder and Creator of...

Staff costs are the single largest recurring investment for many businesses, which is why it is so important to get the best return. This is where strategic and intelligent scheduling can really help to employ your human resources to best effect. - Mike J.,...

"Self-directed motivation and personal growth rely on three psychological needs: autonomy, competence, and relatedness. When those needs are met, the research showed, people tend to be more self-motivated, feel more satisfied, and experience greater well-being. By...

“The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, precautions and methods to measure call center performance. In order to...

“Situational interview questions are hypothetical scenarios presented by interviewers to assess how candidates might handle specific work-related situations. Unlike behavioral questions that ask about past experiences, situational questions focus on potential future...

“Disengagement often indicates that employees are dissatisfied with some aspect of their jobs. According to research from McKinsey & Company, even mild disengagement can lead to dissatisfaction that prevents team members from going the extra mile to help their...

“Monitoring can feel invasive and may make employees feel the company doesn’t foster a culture of ethical behavior. It can negatively impact employee turnover, productivity and employee happiness.” - Max Freedman, Business News Daily. Research conducted by the...