Jeremy Blake on May 26, 2023

We’ve all been there – calling a contact centre, going through the automated system, pressing copious buttons, and having to answer numerous security questions in response to a computer voice. The...

Jeremy Blake on May 19, 2023

As the working from home trend continues to grow, it’s important to equip yourself with effective strategies to thrive in this new dynamic. Whether you’re managing agents who work remotely, or you...

Bob Morrell on May 18, 2023

Rehearsals for many events, speeches and presentations are very important. Many years ago, we were actors and so that’s our habit. We rehearse stuff. Many people don’t. If they did rehearse more,...

Jeremy Blake on May 5, 2023

Some history
The tea break. It's important to a lot of people, and tea can be contentious!
Do you know when a bunch of North Americans tipped tea into the Boston River...

Bob Morrell on April 13, 2023

If you work in a contact centre, then you will probably be having a regular huddle, which is very different to a cuddle! Each team comes together for a few minutes, usually in the morning, or at...