There’s no playing around when it comes to compliance at a bank. There are laws and regulations that your bank must follow or you’re out of the business. No pressure.

At a call center, you track a variety of metrics to ensure your call center agents are performing at the optimal level.

“Don’t put all your eggs in one basket.” It’s a cliche phrase that has rung true for most of my life. You don’t want to put all your hopes and expectations into one outcome.

You know when you go to the eye doctor and they ask you to choose between two lenses. “Which is clearer: one or two?” “How about two or three?”

When it comes to serving your customers, you like to have options. In the past, you’ve relied solely on your customer service team to support customers. And they’ve done a great job, but you recognize that it’s a changing world.

Creating a corporate training program for your company is challenging. There are multiple training resources out there and it's difficult to know which will be the most helpful for your employees.

Have you ever tried building Ikea furniture? Sometimes, you pull out those instructions and it is simple. You follow the instructions, connect a few screws, and have a new piece of furniture in an hour. Other times, it doesn’t go that smoothly.

Many trainers and supervisors hate scripts. And who can blame them? Scripts have a reputation of causing:

Is compliance important at your company? If you need employees to be compliant with policies and procedures, then you are probably nervous about mistakes resulting in:

When we talk to call centers about which metric is most important, it depends on their overall goals. While there are dozens to choose from, and all of them are important, sometimes one metric sticks out more than others.