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


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

  • February 22, 2016

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 […]

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Ep 5: What happened to the Starbucks Experience

  • February 4, 2016

My relationship with coffee is non-committal, I’ll drink it if it’s in front of me but my normal wake-up drug of choice is crispy bacon! Starbucks is still my default meeting place to meet a colleague or friend. Not that long ago an old colleague invited me to catch up at a Starbucks of her […]

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Ep: 4 Why Outsourcing is a ClusterF%$#

  • January 29, 2016

“How is it possible to have a civil war?” Those were the words of my favorite comic – George Carlin. He thought most euphemisms were Bullsh%#% and I do too. Unfortunately for me corporate America produces new euphemisms every day, and to be sure, most of them range from mildly annoying to downright infuriating. Take the […]

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Ep 3: Customer feedback is NOT a gift

  • January 22, 2016

I used to work at a  warehouse many years ago, and let’s just say it was not going well, I was somehow working my hardest and still falling behind. My supervisor pulled me in his office and started his speech with “Amas I want you to know that feedback is a gift” then went on to tell […]

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