Stepping into a new role as a first-time supervisor or manager can be exciting and daunting. After all, it's a significant step up in responsibility, and it's natural to feel unsure of what to expect. To help you navigate this transition, management training programs offer essential tools and insigh...

Becoming a manager in a contact center can be both exciting and challenging. This new role offers an opportunity to impact the organization and its customers significantly. However, new contact center managers often face a steep learning curve and unique challenges. As a new manager, you are respons...

I got my first management title when I was twenty-six years old. The person I’d beat out for the position had been with the company 26 years, and in one hiring decision, this woman, who wanted my job, become my direct report.

She’d been with the company since before I was in kindergarten. And now I...

Welcome to the world of call center excellence! In this fast-paced, customer-centric era, businesses must strive to offer unparalleled client support. Call centers are crucial in achieving this feat, as they are often the primary point of contact between a company and its customers. Therefore, ca...