Last winter I reflected on what I learned at ICMI’s Contact Center Expo, and ended...
Read More >>>Category Archives: Organization and Culture
The Future of Contact Centers: 5 Insights
After ICMI’s most recent Contact Center EXPO, I wrote a series of articles with reflections on the future of contact centers. I was recently reminded...
Read More >>>Championing the Customer in Everything You Do
My newest course on LinkedIn Learning is “Championing the Customer in Everything You Do.” It is intended for any role in the organization, at any...
Read More >>>Your Work Makes a Difference
We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means...
Read More >>>Empowerment: How Much Guidance Is Too Much – Or Not Enough?
If you want to bring out the best in your team, empower them to make...
Read More >>>A CX Goal: Universal Participation in Product and Service Innovation
The world is changing, customer expectations are evolving so innovation is the heartbeat of customer...
Read More >>>Engaging Your Team: Leadership Principles for Lasting Success
Organizations are made up of people with myriad personalities, backgrounds and skills. Success depends on...
Read More >>>From Troubadour to Catalyst: How Stories Drive Change in Customer Experience
In the Middle Ages, storytellers, often called troubadours, were honored members of royal courts. They...
Read More >>>The Power of Meaningful Work in Customer Service
For years, a well-known company had high turnover in their customer service department. Customer ratings were low and employees jumped at any chance to move to other jobs. This...
Read More >>>Four Words That Changed My Views
It was a privilege to speak at a recent Tugboat Institute conference, where I shared the story of meeting W. Edwards Deming early in my career. Dr....
Read More >>>Be Bold in Doing What’s Right
When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit...
Read More >>>Can agents get work done between customer contacts?
I know, I know. It’s busy out there. The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going to reduce workload?). Your team...
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