4 Essentials for Contact Center Success: The Best Days Are Ahead!
Last winter I reflected on what I learned at ICMI’s Contact Center Expo, and ended with a bold prediction: for contact centers and for those of us who are part of them, the best days are ahead. To read more about why I think this is the case, click here. The best...
Removing Barriers: Demotivators
When it comes to empowering employees to do their best, incentives, rewards, and other motivational tactics typically have limited impact. But you can implement strategies that knock down barriers to great work and significantly improve your customer service....
Beyond Net Promoter
Great products are not enough. Today, customers expect and demand immediate attention. Customer service is essential to business success. There is tremendous opportunity to get this right for customers. In this Evergreen Journal podcast, I discuss a three-level...