Use Teamwork To Develop Leaders
“Management is about persuading people to do things they do not want to do, while leadership is about inspiring people to do things the...
December 21, 2021
Training & Development
August 31, 2021
Listening Is Key To An Empathy-Driven Approach To Collections
Empathy. Understanding. Respect. Concern. Trust.
To the average person, these words are rarely associated with the debt collection i...
June 14, 2021
Contact Center Quality Assurance Considerations
"This call may be recorded or monitored for quality assurance and training purposes."
This automated message has become so common th...
April 05, 2021
Do It Yourself or Do It For Me? A Crucial Contact Center Strategy Consideration
From auto repair or home improvement in our personal lives, to accounting or marketing services in our professional lives, the decision...
February 17, 2021
The Growing Importance of the Universal Agent
A colleague and friend recently shared an all too familiar story.
Shortly after the onset of COVID-19, he had an urgent need to spea...
January 27, 2021
Implement An Employee Training Continuity Plan
By now, we all know that 2020 taught the business community many valuable lessons about the need to plan for and adapt to unexpected ci...
April 15, 2020
Managing a Suddenly Remote Workforce
Like many businesses, Servicing Solutions became a remote workforce virtually overnight as a result of COVID-19.
Thankfully, as a co...
April 09, 2020
Converting Face-to-Face Training to Virtual Training On the Fly
Over the course of my career, I’ve been an advocate for ongoing employee development. In other words, I’ve always believed that traini...
October 01, 2019
Compliance Training: Make It Personal
I recently came across an article from The Association for Talent Development about Compliance Training. It does a great job of explai...
August 29, 2019
Harvard Business Review: Happy and Engaged Employees Lead to Customer-First Attitude
Harvard Business Review has published new research suggesting that if companies truly want to have a customer-first attitude, they need...
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