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 […]
Are your employees working hard, working smart, or both? In the last two months, I’ve written about employee effort and […]
When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people […]
There’s a lot of talk about how much effort a customer is required to put forth in order to complete […]
What do you do with an unhappy customer? Refunds are the easy way out. They don’t fix the problem. They […]