Impact Learning Systems

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Call Center Coaching — How Far Do Responsibilities Go?

Call Center Coaching — How Far Do Responsibilities Go?

Some­one asked the other day if we thought they should hold their call cen­ter super­vi­sors account­able for the per­for­mance of their teams. This is a com­pli­cated ques­tion. Poor team per­for­mance can be due to a num­ber of issues: The agents don't have the knowl­edge or skills required to per­form the job. The agents can per­form the job, […]


Transcend Yourself for Personal Growth at Work

I saw an inspir­ing movie this evening about a young woman who feels stuck in an unre­ward­ing job and decides to cook her way through Julia Child’s “Mas­ter­ing the Art of French Cook­ing” and blog about it. It made me want to find my mother’s copy of Julia’s mas­ter­piece, break out the but­ter, dig out […]




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