The wheel reinvented?

A question with implications for your customer contact center The invention of the wheel dates back to 3500 B.C.  The original wheel has transformed into something much different today, and use of the wheel has broadened from its roots. It started out facilitating the transportation of goods to and from market for agriculture and commerce, and it eased the burden of traveling great distances....

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You just promoted me to supervisor—now what?

Customer contact centers provide a great example of how demonstrating the right skills can quickly propel a person up the corporate ladder regardless of education or class privilege. These workplace environments tend to be a real-life representation of meritocracy where talent is rewarded with advancement. In fact, most customer contact center leaders whom I have encountered started on the...

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