Each one of us has been tasked with “taking care of business” in whatever role we have played. For many, the rules have changed, depending on the business climates they have experienced. So now is the time to play your very best hand. It is a time to grow, learn, and focus on what needs to be done and what …

Improvement is proactive and the key to longevity. Improvement-oriented people resist assuming that everything is A-OK and deliberately seek opportunities to refine their skills and increase their knowledge. Larry Bird, the Boston Celtics star basketball player of the mid 1980’s, spent three hours on the court shooting baskets before each game. He recognized that as well as he performed in …

Contact Center leaders must take charge of the inevitable transition to positioning the Center as an enterprise Strategic Asset rather than a factory-like, back-room operation. The identity of your Contact Center in the enterprise is undeniably linked to how others see you – or perhaps don’t see you at all. The Contact Center’s Value is inextricably tied to the management …

Customer Experience remains at the forefront of business strategy. Customer Care Contact Centers play a key role in the execution of the Customer Experience. It is management’s responsibility to assure that the skills required to deliver on the strategic promise are present and constantly groomed. Customer Experience at the front line is where conversations are taking place. These conversations are …

Whether at home, at school, or at work, the ability to eliminate excess allows space for clarity, productivity, and a genuine contribution to well being. Every business unit in every company today is faced with doing more with less (usually money), while simultaneously being asked to improve the Customer Experience, increase productivity, reduce errors, increase revenue, reduce cost, and all …

Wikipedia defines change management (as it relates to people) as “a structured approach to change in individuals, teams, organizations, and societies.” What the definition does not state is how significant change management can be in achieving successful outcomes. Maybe this is why so many initiatives fall flat, are wholly unsuccessful, take longer, and cost more than planned … the “planning” …

Let’s get right to it … Vocabulary is a key player when it comes to Customer Care. Choosing the best rapport-building words and phrases contributes to the efficiency of the contact, the CSR’s confidence, and the customer’s experience. Regardless of the channel of contact, the words CSRs use when interacting with customers are a critical success factor to a great …

How many songs have we all heard with the word “feel” in the title and at the heart of the lyrics? Think about it for a minute … How Does It Feel? – Feel the Love – Feel the Beat – I Don’t Feel Like Dancing to name just a few. Well, I would like to explore whether or not …

Although football season is over, the game’s basic functions provide a reasonable context for evaluating the inner workings of your Customer Care communication approach. To effectively apply these functions, we must understand what they are. The team charged with carrying the ball down the field to score plays offense. Defense attempts to prevent offense from accomplishing that task. I would …

“Improve Service” + “Reduce Costs” = “Do More with Less.” The fact is that Customer Experience continues to be the organizational battle cry and Contact Centers are caught in the crossfire. The charge has been to pay very close attention to individual customer needs while searching for efficiency gains that will lead to cost reductions while not compromising quality. Call …