Sep 9, 2023What Does Skill Building *Actually* Look Like?For all the talk lately about 'upskilling,' it's worth pausing to revisit how skill acquisition actually happens. If we deliver more...
Oct 13, 2021A Holistic Coaching Model for Agent OnboardingOver the last year we've observed thousands of contact center coaching exchanges. In the process, we've had a number of 'aha moments' in...