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🚨 Going Off the Rails: When KPIs Deceive and Processes are Broken We all love a good dashboard. Green lights, up arrows, and metrics...

Ever feel like you were clear with someone, but you didn’t get what you were looking for? The Leadership Struggle No One Talks About—Poor...

Sometimes, we move so fast that we don’t realize we’re heading in the wrong direction. Here are three signs that you might be ignoring:...

The March 2025 edition of The Contact Center Command

From Agent to Leader: How I Helped 20+ People Get Promoted As a manager, I promised to not just run a team, but to build #FutureLeaders. ...

Welcome to The Call Center Command – Leading with Purpose Welcome to the first edition of  The Call Center Command ! This newsletter is...

The December edition of The Contact Center Command newsletter

The January edition of the The Contact Center Command newsletter

2025 is here! I hope everyone enjoyed the holidays and was able to rest and rejuvenate. We have started the new year and we are already a...

🤝 Leadership Insight: Navigating Team Conflicts with Grace Ever found yourself mediating a conflict between a manager and their team...

Trust isn’t just a nice-to-have in the workplace—it’s the foundation of strong leadership, high-performing teams, and long-term success....

Have you ever come to an intersection or a highway exit and felt like this?  GUESS WHAT This is how our employees feel when we aren't...

‼️What do you do when two people are about to blow up at each other ‼️ Leadership Resilience: The Power of Emotional Intelligence in ...

In the fast-paced world of contact centers, effective leadership is crucial for driving success and ensuring exceptional customer...

In the fast-paced and dynamic world of contact centers, effective leadership is crucial for driving success and achieving business...

In the fast-paced and dynamic world of contact centers, effective leadership plays a crucial role in driving success and ensuring optimal...