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 […]
One of the greatest opportunities for agent engagement — and yet from my observations, the least implemented — is the consistent involvement of top leadership […]
Global studies tell us that 78% of customers have not made an intended purchase due to a bad customer service […]
I love working with front-line supervisors and managers who are learning how to be more effective coaches. Most are eager […]
One of my favorite customer service quotes is by Karl Albrecht, founder of the Aldi supermarket chain, who wisely said, […]