Getting Your Team in the Zone

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By Glenn Pasch At one of the press conferences at the Masters Golf Tournament, Lee Westwood, the round two leader, was asked if he was worried because Phil Mickelson had caught up to him.  He answered that he could only worry about the shots he hit.  This got me thinking about two different types of call center agents: those that … Read More

Are You Prepared For The Unexpected To Happen?

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Liz Makin As a business owner or manager you are probably so focused on running your business day to day that you don’t have time to think about potential disruptions to your business. However what would you do if the unexpected happened? The unexpected could be anything from a wide range of possibilities including your website may get hacked into, … Read More