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Employee Motivation: Make It Personal

Employee Motivation: Make It Personal

Sep 12, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

We all have many things in common. We want to do work that matters. We want to be supported and empowered. We appreciate recognition for a job well done. But we’re also wired differently and general motivation doesn’t always go far enough. Generic advice...
Want Engaged Employees? Eliminate Conflicting Objectives

Want Engaged Employees? Eliminate Conflicting Objectives

Sep 5, 2025 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

I remember visiting an organization and being given a list of team members ranked by their “productivity.” The person at the bottom of the list was helping fewer customers and more of her cases were still open, waiting for resolution. Her manager was concerned. But as...
New Course: The AI-Driven Customer Service Representative

New Course: The AI-Driven Customer Service Representative

Jul 24, 2025 | AI, Call Center, Contact Center, Customer Experience, Customer Service, LinkedIn Learning, Organization and Culture

Recently, my newest LinkedIn Learning course, The AI-Driven Customer Service Representative, was launched.  This course is built for those of you on the front lines, interacting with customers, solving problems, and keeping things moving. In this course, we explore...
Customer Advocacy: Internal or External…or Both?

Customer Advocacy: Internal or External…or Both?

Jun 26, 2025 | Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

In recent years, customer advocacy has been a hot topic in marketing and customer service circles. But if you do a search on the term, you’ll find two very different definitions. One is an internal perspective: focusing the organization on what’s best for customers,...
Digital Literacy: How to Train Agents to Work Alongside AI Tools

Digital Literacy: How to Train Agents to Work Alongside AI Tools

Apr 30, 2025 | AI, Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Organization and Culture, Quality Management

Recently, I spoke to Megan Jones of Call Centre Helper Magazine about how to train agents to work alongside AI tools. We had a great discussion that included answers to these questions: Are most organizations doing what they need to do to successfully train agents to...
Coaching for High Performance: A Strategic Approach

Coaching for High Performance: A Strategic Approach

Mar 5, 2025 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management

Strategic coaching is essential to employee engagement and the highest levels of performance. Tactical coaching is focused on specific skills or requirements. By strategic coaching, I mean coaching that is ongoing and focused on developing the whole person. Think of...
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