How to Build Customer Loyalty
Last month I wrote about the importance of metrics. Metrics drive behavior. You probably know the famous Peter Drucker comment […]
Last month I wrote about the importance of metrics. Metrics drive behavior. You probably know the famous Peter Drucker comment […]
Recently I had a support team manager tell me that she had received feedback from a VP in the operations […]
Coaching in our centers can involve a wide variety of coaching activities and communication skills. Our agents may be focused […]
Imagine your customer’s interaction with you as a story. It has a beginning—when your customer first contacts your company—and an ending—when […]
I recently came across the Japanese terms genchi genbutsu and genba; they’re both key principles of the Toyota Production System, […]
One of the areas of business operations that is often neglected when it comes to soft skills coaching, is our […]