It was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech. The client had arranged ground transportation, which meant I would probably see a driver holding a sign with my name on it at the baggage claim area.
As soon as the plane landed I turned on my cell phone and noticed a text message, which happened to be from Rick, my driver. The text message actually read as follows:
Hi Shep. This is Rick, your chauffeur. I’m in the baggage claim area in Terminal One at the bottom […]
Having been in this business over 40 years and in over 1,000 call centers in five continents, I’ve seen some major changes in workforce management.
For example, back in the early days, we didn’t have ACDs […]
I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies […]
Knowing your customers is important for providing the best possible service, but how companies use customer data is more essential than ever for creating an experience with lastly positive impressions. Analytics drive a company’s ability […]
Our customers judge us on many moments of truth: timeliness, follow-up, accuracy, solving their problems and of course how we engage with them and make them feel valued.
Empathy is a key soft skill for anyone […]
Aristotle said, “Pleasure in the job puts perfection in the work.”
This could have been the beginning of what we now call employee engagement. That was a long time ago – over 2,300 years ago!
So, let’s […]