Adopting a “One to say yes. Two to say no” Policy in the Contact Center
I was trying to remember where I originally heard or read the concept, “One to say yes. Two to say no.” Of course, it was […]
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New Contact Center Leaders, Here are Practical Solutions to Four Problems You’re Likely to Face
This article was originally published on CustomerThink and is being reposted with permission from the editor. Click here to read the original. My first job […]
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The Value of Team-Building Activities
Early in my career as a customer service leader, I worked for a company that had a tradition of ordering lunch for the entire office […]
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My 6 Daily Priorities as a CX Leader
What does a day in the life of a CX professional look like? One of the reasons I asked this question recently during the daily […]
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3 Memorable Quotes from The Convenience Revolution by Shep Hyken
Shep Hyken has for a while been one of the top influencers and thought leaders in the customer service and experience space. And it’s been […]
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The Importance of Context in Customer Service
I was recently cleaning out my inbox and saw a notification from Nextdoor.com. In it, one of my neighbors asked if we were in danger […]
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And The Streak Ends At 1…
Great customer service has so much in common with a great streak. When I think of streaks, I’m reminded of Joe DiMaggio’s 56-game hitting streak, […]
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What the ants in your kitchen can tell you about #CX
One single ant crawls across my kitchen counter. That one ant has many friends somewhere in a deep cranny of my old flat, just waiting […]
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A Window Into the Value of Customer Experience
The stars aligned in a way when the windshields on both of my cars were cracked and in need of repair. Having known of a […]
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Keep It Open-Ended
On a recent road trip with my family, we pulled off the freeway for a quick lunch. We stopped at a restaurant with a drive-thru, […]
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