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The Workforce Impact No One Planned For
Every major technology shift reshapes the workforce. In the early 2000s, it was the internet. Email replaced memos. Systems replaced filing cabinets. Information moved faster than organizations knew how to govern. What followed wasn’t just efficiency. It was a period of confusion, uneven adoption, new risks, and a prolonged period where teams struggled to understand
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AI in 2026: What Should Keep Leaders Up at Night
For years, AI was discussed in extremes. Either it was going to transform everything overnight, or it was something to be feared, regulated, and postponed. Now, those narratives are no longer useful. AI is already embedded in everyday business operations. From prioritizing work, scoring risk, summarizing information, guiding decisions, and shaping customer experiences. The question
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How to Build a Culture You Can Feel From Anywhere
There’s a moment that tells you everything you need to know about a company’s culture. It’s not the values slide in the all-hands deck. It’s not the “we’re a family” line in a job description. And it’s definitely not the perks. It’s the pause. The pause after someone admits they made a mistake on a
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What Companies Get Wrong When Evaluating Tech
I’ve worked with enough teams to notice something interesting about technology buying: No matter how smart, strategic, or experienced people are, almost everyone has a story about a tool they bought with high hopes…that eventually became a very expensive bookmark in their browser. And if we’re being honest, we all have that moment where a
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How to Teach Coachability and Curiosity
You’ve just hired the dream candidate – smart, motivated, curious (or so the interviews suggested). They crushed onboarding, picked up tools fast, and seemed hungry to learn. Then three months in, something shifts. Feedback makes them defensive. New ideas get brushed off. When change comes, they freeze or retreat into silence. You start to wonder…
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Step-by-Step Framework for Empathetic Communication
Imagine two agents taking the same difficult call. The customer’s voice is tense. Payments are late. Guess which call ends with the customer cooperating instead of hanging up? That difference, just a few words, a slower tone, a moment of listening, is empathy in action. It’s not about being “soft.” It’s about using emotional intelligence
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The ROI of Mentorship
You can spot it in every company – that one person everyone turns to when they’re stuck. The one who can calm a crisis, translate a confusing policy, or make new hires feel like they belong. They’re not on the org chart as “trainer” or “coach.” But they are, in every way that matters, a
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Operations Leader’s Playbook for Remote Contact Center Teams
Remote work isn’t new. In a post-2020 world, contact centers have gone through massive change, and not all of it’s been smooth. Attrition is up. Engagement is down. And “just walking the floor” is no longer a management strategy. The shift to remote and hybrid teams forced operations leaders to rethink visibility, coaching, and culture.
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Your Guide to Confident Tech Adoption
Use this checklist to assess your organization’s preparedness for adopting new technology and to guide a successful implementation process. Define Objectives Stakeholder Engagement & Requirements Plan for Risk and Compliance Requirements Download the checklist to see sections 2-6.
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Agent Onboarding Checklist for Compliance-Driven Industries
Agent onboarding isn’t just a box to check, it’s a make-or-break process that affects performance, compliance, and retention. In highly regulated industries like healthcare, financial services, and debt collection, onboarding new agents is more than basic training. It ensures agents understand industry regulations, handle sensitive data properly, and communicate clearly with customers. A weak onboarding
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Collector Compensation Trends: What Actually Works
* The information in this post is based on a financial services survey conducted by Abstrakt for U.S.-based agents and further supported by insights shared during AccountsRecovery.net webinars on compensation trends. If you’re a collections leader struggling to retain talent, increase collections, or balance budgets, collector compensation may be at the core of your challenges.
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The Call Center Efficiency Playbook
Call centers face immense pressure to cut costs while maintaining or even improving customer experience (CX). Balancing efficiency and CX is a challenge – cutting corners too aggressively can lead to frustrated customers, higher churn rates, and burnt-out agents. However, with the right strategies, call centers can optimize operations, reduce handle times, and boost agent
Contact Center Leaders
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