Identifying Our Customers And Serving Them Better
Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential […]
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Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as […]
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It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about […]
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Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or […]
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Early in my career as a contact center manager, I did many things that make me cringe nowadays. One such thing was requiring my team […]
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