Closing the Manager Gap: Why we need to support our managers better
Sink or Swim: Why aren’t we giving our managers more? Selecting managerial talent is only half the battle. What earns a frontline employee a promotion won’t necessarily carry them as a manager. It’s a different skill set; even top talent will struggle to perform...
The Million Dollar Mistake: Why US Call Centers need to invest in early-stage retention?
When we consider the world of call centers, many might conjure up images of distant offices bustling with activity as representatives from countries like India or the Philippines tackle everything from credit card disputes to insurance inquiries. Surprisingly, though,...
Unlocking team success with a GenAI training approach
With the implementation of AI on the rise, many companies are starting to see the unparalleled potential this new technology can have on their skill development strategies and training methods. While current processes are often generalized for ease and efficiency, the...
The Messy Middle: Three Solutions to help your frontline supervisors overcome disconnect and overload
We surveyed a group of senior business leaders in banking and insurance at Fortune 500 companies to learn about the key challenges their supervisors and employees face and how they plan to address them. The Messy Middle: top challenges for supervisors Frontline teams...
Unlocking Potential: How long-term employees can still surprise you
In the journey of professional growth, sometimes, the employees who seem the most content hold the most untapped potential waiting to be discovered. Let me share a story about a frontline employee I coached, whom we’ll call “Lisa.” Lisa worked in the mail room...
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