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I have been on a long hiatus from social media and business-related blogging. 2020 has been like no other year, and I’ve been thinking a lot about what all this change in the world means for me personally and professionally. Now, I’m digging in again, and I wanted to share where I’m at. I’ve been trying to articulate my stance on all of this and…
Read moreCulture|Customer Experience|Emotional Intelligence
Posted: March 20, 2019
We spend 1/3rd of our entire lives at work, so it’s vital to be tuned into what you need to be happy and healthy there. What’s more, customer experience and customer service are difficult fields to work within. I’ve written before about the impact of emotional labour on call center employees, and the difficulties that come when call center work is stigmatised. Because of this,…
Read moreCulture|Emotional Intelligence|Team Building
Posted: March 4, 2019
As a contact center leader, you will know the importance of feedback to help your agents continuously learn and improve their work. Truly effective contact centers recognize that agent development should continue to occur even long after initial call center training, and that constructive feedback and coaching should be a part of the entire employee lifecycle. Many management development programs teach the basics of giving…
Read moreCulture|Customer Experience|Learning & Training
Posted: November 28, 2018
I really enjoyed presenting at this webinar with Tony Medrano of RapportBoost and my friend Nate Brown, co-founder of CX Accelerator, the online CX learning community I’m proud to help facilitate. We chatted about customer preferences, channels, employee engagement and more! Listen to the recording here.
Read moreCulture|Customer Experience|Emotional Intelligence
Posted: May 8, 2018
Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they…
Read moreCulture|Customer Experience|Emotional Intelligence|Team Building
Posted: March 2, 2018
Communication – We have an obligation to communicate.Respect – We treat others as we would like to be treated.Integrity – We work with customers and prospects openly, honestly, and sincerely.Excellence – We are satisfied with nothing less than the very best in everything we do. Do these corporate values sound familiar to you? Given that some 89% of companies have core values of some kind, it’s likely…
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