Since the beginning of time, when the first contact center was built and people were on the phones, there has been a problem needing to be solved that has, until recently, been very difficult to solve. Understanding what a call center agent says, or doesn’t say, to fix a problem, save a customer, salvage a … Read more

Snowfly has had automated quality management (AQM) for a few years, and we’re deep into using the power of AI to augment the power of AQM. Snowfly’s AI-powered AQM allows you to perform AQM on 100% of your interactions (audio and text). No longer are you bound by the restriction of how many calls a … Read more

A few weeks ago, I wrote From Average to Exceptional. In that article, I said: Exceptional happens with the right training at the right time. It happens when you have a culture where your employees feel safe and empowered. It happens when you reinforce the right behaviors while correcting the wrong behaviors. And, it happens … Read more

One of my greatest bosses of all time was Rusty Lindquist . A phenomenal human with amazing professional capabilities and some of the richest genuine people skills I’ve ever seen. Here’s Rusty’s Tedx talk. In my last article I talked about going from average to exceptional. Rusty was not average with people. He was exceptional. … Read more

Ah, so many books are written about the journey you, your team, or your organization could make to go from Average to Exceptional. One of my all-time favorite books is Good to Great, which is a thought-provoking must-read. This morning I’m not thinking about the journey you take, rather, I’m thinking about the characteristics of … Read more

Today is September 25, 2023. It’s been a solid three years since the mass confusion of COVID shut down the world, stopped manufacturing plants and clogged supply chains around the world. And there’s a lot of talk, and debate, about the need to return to work. Not doing work, but to the office. I remember … Read more

What do you think your best job search candidates are looking for? Spoiler: The best candidates value company culture! Of course, the answer for each person will depend on the person, their circumstances, maybe the economy, their goals, etc. I know someone who had his pick of many opportunities but ultimately chose the highest-paid option … Read more

Over the years we’ve written a lot about culture. We are culture nerds, culture advocates, and spend all of our day working on organizational and team culture. We want to improve culture everywhere… yours, ours, everyone’s. If we do this, work is a better place to spend our time. Productivity goes up, mental health is … Read more

Just saw a story about unfair call center audit scores that you hope is not about your call center posted on the Cheezburger site (original story comes from Malicious Compliance on Reddit). Go read it at either link and hope that your call center is not facing the same issue. In short, an employee is … Read more