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29/ Aug

Thanks for the Coffee…I’ll Never Come Back – Taly Fleischer

Taly Fleisher, MBA, Director, Circle & Square: As is usually my routine on a Saturday morning, this past weekend I arrived at my local coffee drive-through to pick up my double-double. I pulled up to the speaker, placed my order and then proceeded to the pick-up and payment window. There the cashier was ready and waiting with my steaming cup of much-needed morning brew. So far so good…until I started rummaging through my wallet in search of exact change. I joked that my purse will finally be light enough to... Read More >


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29/ Aug

Want to Run a Successful Business? Hire Four-Year-Olds – Taly Fleischer

Taly Fleischer, MBA, Director, Circle & Square: In developmental psychology, there is a well-known experiment called the “false-belief test.” In this experiment, an audience of three and four-year-old children are asked to watch a play. In the play, a girl named Sally walks onto the stage pushing a stroller with a doll inside. She leaves the stroller (and doll) in the middle of the stage, and walks off. Unbeknownst to Sally, Anne walks onto the stage, takes the doll out of the stroller, and hides it under a couch. Sally then... Read More >


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29/ Aug

Barry Pokroy Speaking at the National Insurance Conference of Canada (NICC)

Barry Pokroy, the Founder & Leader of Circle & Square, is speaking at the National Insurance Conference of Canada (NICC) on a panel called, “Client-Centricity Shouldn’t Be a Foreign Language – External and Insurance Views.” The panel will discuss the disconnect between insurance companies and their clients. Using clinical psychology, Barry will offer powerful insight on how to improve client relationships, client retention, productivity, profitability, and industry relations with policy makers and the media. The conference takes place from September 28 – 30 at The Westin Bayshore, Vancouver, B.C. For... Read More >


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11/ Aug

The People Factor: Employing Psychology to Re-humanize a Workforce – Barry Pokroy

Barry Pokroy, MA Clinical Psychology, Founder & Leader, Circle & Square: When speaking to Canadian contact centre managers and industry insiders, it is clear that contact centres in Canada are experiencing the same challenges as contact centres worldwide—absenteeism, high agent turnover, morale issues, plateauing or declining performance levels, and customer churn. I trained as a clinical psychologist and started a private practice in the economic and financial hub of South Africa, Johannesburg. Many of the people “on my couch” were contact centre agents. They complained about a host of job-related... Read More >


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