Weaponizing your Customer Experience Strategy Part III: Coaches are the Critical Link
“Coaching is unlocking a person’s potential…it is helping them to learn rather than teaching them.” – Timothy Gallwey By now you’ve spent ...
Health Check: Do Your Customers Trust You?
What a nightmare trip to the doctor’s office taught me about “trust” and what your frontline can do to salvage ...
4 Steps to Flawless Customer Experiences
We’ve all had our fair share of customer service trials and tribulations. Maybe you couldn’t purchase something because a website ...
Sales Force Competence Directly Impacts Customer Confidence
Who are your salespeople? Do you know their names? Their background or previous experience? What about their expertise? Does your ...
What Gets Measured Gets Mismanaged
“A call center may boast high productivity and low costs per call, but that’s irrelevant if most of its activity ...
This Call May Be Monitored For No Apparent Reason
“Not everything that can be counted counts, and not everything that counts can be counted.” – Albert Einstein Most call ...
6 Keys to Sales Enablement Done Right
“Every year we make significant investments in TV spots, sales leads, marketing materials, new technology… yet we can’t seem to ...
The Quality Revolution: Five Keys to Transforming Your Quality Program Key #5: Certification & Continuous Improvement
A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming Quality & Call Monitoring Programs ...
The Quality Revolution: Five Keys to Transforming Your Quality Program Key #4: Foster the Human Connection
A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming Quality & Call Monitoring Programs ...
The Quality Revolution: Five Keys to Transforming Your Quality Program Key #3: Automate Calibration
A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming Quality & Call Monitoring Programs ...
The Quality Revolution: Five Keys to Transforming Your Quality Program Key #2: Correlate and Measure ‘Predictiveness’
A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming Quality & Call Monitoring Programs ...
The Quality Revolution: Five Keys to Transforming Your Quality Program Key #1: Embrace Subjectivity in Behaviors
A Quality Revolution has been emerging in the last two years, transforming underleveraged and under-performing Quality & Call Monitoring Programs ...