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Ep 7. Being a Contact Center Agent Sucks and how we can fix it

  • August 20, 2017

I asked an executive if his son would be considering a job in his own call center from the look on his face, you would think I was suggesting his son take a job with ISIS! He was completely disgusted with the question. I don’t completely blame him, the job sucked when I first did […]

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On Being a Human Being

  • February 1, 2017

I was that kid in grade school. I would pick on my classmates – I would even write songs and mock them till they were in tears or were so enraged they wanted to beat me up. I was fast, so I would take off running.  Occasionally I would get caught and get my comeuppance. The consequences continued once […]

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HOW TO GET SERIOUS ABOUT CUSTOMER EXPERIENCE: SEPARATING SIGNAL FROM NOISE

  • October 30, 2016

“Water is wet! Customer Experience is good!” Your feed is probably filled with articles about the customer experience. Many of them are great and you are probably nodding in agreement at most of it. But now what? The next piece of content agrees with the last one you read or watched, the volume is louder, […]

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