Are You a Manager with Heart?
During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them […]
13
Feb
Archive Tag: frontline workforce
26
Jan
How to Make 2017 Your Best Year Yet with Intraday Automation
With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes […]
1
Dec
7 Ways to Coach by Example
Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks […]
2
Nov
Don’t Forget to Map the Employee Journey
Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we […]
20
Oct
5 Ways to Get Better Customer Feedback
It may be common knowledge now that hearing from customers about what they really want and need from your organization […]
7
Jul
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 […]