Category Archives: Employee Development and Support

Current events have put renewed emphasis on the subject of racism in contemporary society, and the workplace is one of the most important aspects of this vital conversation. To provide ideas for class discussion, we have pulled together a variety of articles that you may find useful.  Harvard Business Review assembled a reading list of […]

Stop Blaming the Help. How Companies Stymie Great CX

"As my friend and colleague Bassam Salem likes to say (and I will paraphrase), it’s always the hapless call center representative that is scapegoated for corporations’ failings. The people who are paid the least and are usually the least to blame but are almost always the targets," writes Dave Fish (photo, left) in an article at CustomerThink.com. […]