The Responsibility of Front Line Staff When Lines are Long
I was recently with my father-in-law at a doughnut shop. The line was fairly long and not moving quickly. The person behind the counter serving […]
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Thrive, Not Survive During Those Contact Center Peaks
I was recently asked to share some ideas and tips with the readers at Customer Service Weekly as part of a larger Black Friday Survival […]
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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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4 Leadership Lessons from Michael Jordan and The Last Dance
As a child of the 90s, a decade where the NBA was dominated by Michael Jordan and the Chicago Bulls, I found myself enthralled by […]
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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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On Being an Accountable Customer Service Leader
I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great […]
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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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I Did Quality Assurance Without Scores and I Liked It
I’ve written and spoken extensively in the past on whether or not quality scores are essential to contact center quality assurance. You can read a […]
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