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The ROI of a Service Culture

Community service is a big part of what we do here at Intradiem. In many ways, it defines our service culture. As the CEO, some of the things I am most proud of are the service projects we have done and the organizations we have supported – and there has been a huge return on [...]

By |November 24th, 2015|Corporate Culture|

Why So Many Contact Center New Hires Fail

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 [...]

By |October 6th, 2015|Corporate Culture, Training / Coaching|

Strengthen Engagement with the Unique Talents of Your Frontline Workforce

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 “mystery shopper” and engaged with several frontline workforce employees to find out more about their culture. I talked to the front [...]

By |October 1st, 2015|Corporate Culture, Customer Experience|

What Does Herd Mentality Have to Do with Your Customer Experience Strategy?

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, describes how people are influenced by their peers to adopt certain behaviors, follow trends, and/or purchase items. This isn't [...]

By |September 17th, 2015|Corporate Culture, Innovation, Workforce Infrastructure|

Too Many Process Cooks Spoil Customer Experience and Agent Support

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 their part in poor customer experience and agent support. An agent recently told me about a customer service situation that demonstrates [...]

By |September 8th, 2015|Corporate Culture, Customer Experience, Training / Coaching|

All Work, No Play Means a Disengaged Contact Center

We all want to create the best customer experience. Unfortunately, sometimes in our zeal to drive success we end up taking the fun out of our centers. We become the “happiness vampires,” sucking all of the fun from our teams. Taken from my personal experiences, here are some top cautions as well as opportunities for center leaders [...]

By |August 11th, 2015|Corporate Culture|

15 Ways to Build Employee Efficiency

Are your employees working hard, working smart, or both? In the last two months, I've written about employee effort and employee empowerment. This month, I'm going to tackle employee efficiency. How is that different from the other two? Let's start by defining efficiency or being efficient, and then I'll come back to that question. According [...]

By |June 18th, 2015|Corporate Culture, Training / Coaching|

Employee Empowerment Increases Productivity

When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of employee lingo or a catch phrase? No, absolutely not. It's an important concept to both reducing employee effort and increasing employee engagement. When employees feel empowered, they [...]

By |May 21st, 2015|Corporate Culture, Workforce Infrastructure|

Complete Agent Disengagement in One Email

I recently saw an email that was a good reminder to all of us that the words we choose to write can convey a very different meaning from what we intended to say, especially when the actions before and after the email aren't mirroring what we wrote. The email I’m referring to was written by [...]

By |May 11th, 2015|Corporate Culture, Training / Coaching|

Is This the Answer to the Employee Engagement Crisis?

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 do their part in the engagement equation. In his talk, he poses a question, a bit of a chicken-and-egg situation, [...]

By |February 19th, 2015|Corporate Culture, Training / Coaching|