Laura Krajewski

If your contact center is filled with tired, stressed, irritable employees, your customers will notice. According to Gallup’s State of…

More than a third of hourly, customer service workers feel physically and emotionally drained after an average day’s work. And,…

Jobvite’s annual Job Seeker Nation survey found that 34% of employees have left a job in the first 90 days…

As a hiring manager, there’s a lot riding on your ability to have a productive interview and find the right…

Let’s say you’re a customer service rep with a long queue of phone calls from customers. (Managers, I know most…

Workplace culture, safety and equality is critical to running a successful call center. It shapes employee engagement and retention, it…

Customer churn — just the thought of it can drive your stress through the roof. As a contact center manager,…

*Click* The call drops, and so does my stomach. After waiting on hold for 45 minutes, I finally started a…

When I get in the car, I usually open Google Maps to go from point A to B. Even if…

I have this friend — let’s call him Josh. He’d been at his job for a year, even though he…

Some days I hit about 4 p.m. and realize I haven’t really talked to anyone all day. Sure, I’ve sent…

Many of us have been working from home for over a month, with some even longer. We are all facing…

We’ve all seen the dystopian movies or books with the same doomsday conclusion: Robots will soon rule the world. The…