Client-focused strategies to enhance revenues, drive new and repeat business, and delight your customers


Customer Service Leaders- You have one Job

  • December 7, 2018

I avoid grocery stores like the plague. I end up spending an hour deciding on a box of cereal. Kicker is I don’t even like cereal that much.     If you lead a service organization you must feel the same way. Where should you focus your time. How can you make the most difference? […]

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Episode 37 – The 3 Imperatives for Contact Center Leaders

  • November 12, 2018

If you are a contact center leader there are 3 things you need to focus on. We explore all three in this episode. Please click below for on the right to listen on iTunes.

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Is the worst Job in Your company in the Call Center?

  • September 12, 2018

If you work in customer service, or specifically in a call/contact center you should stop here because I am about to really bum you out. Being a call center agent sucks. It’s not just that a tiny minority of customers are assholes and your company won’t fire those terrible customers or that customer service pay […]

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Why we continue to measure the wrong things in service {Ep.30}

  • February 15, 2018

You are measuring the wrong things in your service center, it is a big reason your CX efforts are having trouble getting traction or funding. There is a better way    

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