Brent HollandLooking Beyond the WrinklesAgeism is arguably the oldest (in more ways than one), most pervasive, and cruelest form of stereotyping, prejudice, and discrimination. It…Mar 8, 20231Mar 8, 20231
Brent HollandStaffing in the New NormalCustomer contact organizations are being pushed by strong tailwinds yet are facing powerful headwinds.Dec 20, 20221Dec 20, 20221
Brent HollandThe Hard, Hidden Costs of AttritionEmployee attrition affects every contact center. Most executives realize churn is expensive, but few know what it costs a specific center…Dec 9, 20221Dec 9, 20221
Brent HollandAvoiding Agent Underhiring and UndertrainingMy first professional exposure to contact centers came in 2005, and it didn’t take long to fall in love with the industry.Aug 3, 2022Aug 3, 2022
Brent HollandSteering around the Staffing RapidsNavigating the legal landscape has always been challenging for employers in the contact center industry, but a wave of new laws affecting…Jul 28, 2022Jul 28, 2022
Brent HollandWill The Great Resignation Inspire “A Great Awakening”?Employees resigning en masse, 4.5 million people quit in November 2021, has left companies scrambling to fill jobs, an event referred to as…Feb 28, 2022Feb 28, 2022
