It’s a given that we spend a great deal of time and money recruiting and training agents for our centers.
Sometimes we hire someone who looks great on paper and knows how to present themselves well in interviews, but they don’t make it past the training program.
Even those who seemed so eager to work in our center during the beginning may end up leaving before their 90-day review time arrives.
We need to think like our New Hires and look at what they are experiencing from their point of view. Some negatives for them are under our control. Others are something they […]
I continue to be impressed by the Kimpton hotel chain. The staff was nothing short of amazing during my recent stay at their Alexis Hotel in Seattle. For this article, I imagined myself as a […]
For BPOs, it’s all about delivering an excellent customer experience while making a profit. It’s not an easy job.
Often, this means doing more with less. And for Business Process Outsourcers (BPOs), agents are a fixed […]
Sometimes, your customers just want to feel heard.
A number of years ago, I was travelling for a job interview and booked a night at a Hampton Inn. I awoke and looked to take a shower […]
Are you following the herd or defining your own path to success?
In business and in life, there’s this crazy notion of the herd mentality. What is it? According to Wikipedia: herd mentality, or mob mentality, […]
Unfortunately, the story shared here is based on a real company event. Names have been changed to protect the innocent, but too bad the company name can’t be shared so they can be shamed for […]
“The purpose of a business is to create and keep a customer” – Peter Drucker
Sometimes, it seems that companies focus exclusively on the first half of this equation. Sales to new customers are exciting, and […]
How do you drive contact center innovations and implement change? The answer is – not easily.
Contact centers are set in their ways. They have a process and procedure that is dictated and, for the most […]
How do you drive innovation within your organization? Do you think outside of the box to think outside of the box?
When you’re designing or redesigning your customer experience, it’s critical to listen to – and […]