August 26, 2021

We are in the midst of the annual back-to-school season, when displays of backpacks, lined theme books, and glue sticks greet us in nearly every retail store. Unfortunately, the new school year is beginning under the cloud of rising COVID cases and continued health concerns. The reality and weight of these circumstances is causing not...

May 3, 2021

I went for a walk with my neighbors today. There were five of us, a real cross section. In just the 2.75 miles it took to get our steps in, I was reminded of key customer service lessons that you might find helpful. One neighbor explained how inconsistent newspaper delivery plagued our neighborhood and how...

August 14, 2020

Prior to COVID-19, conversations about the future of contact centers focused on AI and other optimizing technologies, such as real time score cards on customer satisfaction. Due to continuing safety concerns, the industry talk is now about distributed staffing models and best practices for remote hiring. Even with these changes, agent retention remains a priority....