If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined […]

  Brooklinen, a fast-growing online retailer that made its debut in 2012, wasn’t founded on a whim. It was developed as a simple, consumer-friendly solution to a familiar problem: the […]

Consistently great front-line performance is the goal of every call center training program. Day in and day out, managers and QA reviewers scramble to make sure agents are performing at […]