At Snowfly, we have systems, programs, and processes to help you create employee engagement and performance, productivity and positive results. Oh yeah, we specialize in engagement, performance, productivity, and positive results that are sustainable. We’ve seen programs that claim to do any of those things but they are not sustainable. The shine wears off, the … Read more
No employee goes home excited about being put on a Performance Improvement Plan. If I were to hear “PIP,” I’d immediately think your job is in jeopardy. Unfortunately, my reaction doesn’t come out of nowhere. In many organizations, a PIP is less about improvement and more about documentation before termination. That’s unfortunate, because a PIP … Read more
This is going to be a hard post to write, not because it’s an emotional topic but because I am way overdue for breakfast and I was going to have brisket today but I had to put it off until tomorrow. In other words, I’m writing this in a near-hangry state. Wish me luck. I … Read more
Okay, okay, I put “get” in quotes because I’m not here to write an article on how to manipulate anyone. But, sometimes, in some organizations, there is a gap between what the manager wants the employee to do, and what the employee does. Because a manager is responsible for output, deliverables, and to a degree, … Read more
You expect things from your team: Show up on time, get training and then improve performance based on that training, do the job at a certain level, have cordial and respectful conversations (don’t hurt the culture), etc. They also expect things from you: Provide an environment where they can do their job and thrive, reasonable … Read more
If you want to be a better manager in 2026, level up. Seriously. You don’t need to wait for an invitation from your boss or a challenge from your team. Level up now, today, and consistently this year. There are many ways you can level up in your job. Here are five things you should … Read more
As we wrap up 2025, it’s time to think about how to go into 2026 with a bang. What are you going to get, make, create, conceptualize, and optimize for 2026? If you work in a contact center, this is a great time to reevaluate what tools worked well for you and what tools you … Read more
In 2018 I took a really cool job. I was perfect for the job. My boss, though, was more perfect. He had more skills, more vision, and better execution than I would have. After a few weeks I found myself in the parking lot, before working, wondering why I was there. This was my first … Read more
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