As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that […]
What do you do with an unhappy customer? Refunds are the easy way out. They don’t fix the problem. They […]
About two weeks ago, I was in a contact center with 250 agents. This center is one of six large […]
Having been in this business over 40 years and in over 1,000 call centers in five continents, I’ve seen some […]
How’s your brand today? Defining your brand used to be so much easier. In the good old days (for me, […]
Whether you call it employee development or skills enhancement, it’s all about training our agents and leaders to be successful with […]