Boosting the Value of Customer Service
Ensuring that your organization is getting maximum benefit from the effort and investments you’re putting into customer service is an important leadership opportunity. In this video, I explore three levels on which effective service creates value. This video is...
The Stay Interview: A Powerful Retention Tool
The best contact centers continually work on the root causes of turnover. There are many common causes of turnover, such as insufficient development opportunities, pace of effort required, feeling of not being appreciated, the list goes on. What is most important in...
Understanding What Motivates Your Team
I’m going to say something that may be a surprise. You will not, now or ever, be able to motivate your team. It’s not going to happen. You can, however, help motivate the people who are a part of it. Yes, it’s true, many of us refer to...
Improving Performance: Two Types of Standards
The cornerstone of an effective quality observation process is documenting specific, observable behaviors and tailoring coaching accordingly. An effective way to consider performance (quality) standards is to categorize them as either “foundation” or “finesse.”...