I recently came across an article by Matt Rees entitled “Lazy Does It” in the Wall Street Journal[1] and was immediately interested. “Lazy Does It” says it all when it comes to certain behaviors we all observe from time to time. Let’s say you ask your ten year old son to clean his room. My sons at that age were …
Podcast – The Fast Leaders Show with Jim Rembach / Episode 115: I actually flew off the handle
Kathleen Peterson works with many growing, quality focused organizations looking to achieve excellence when it comes to delivering on the Customer Experience – across all access channels. She has a very strong practice in Healthcare right now working with many systems to elevate their Contact Center environments to the level of strategic asset by optimization in key areas like people, …
How Well Do You Know Your Agents?
A funny thing happened to me the other day that inspired this month’s Rant. I was trolling around the web hoping to find information on how Contact Center agents feel about their jobs. I hit the jackpot with Glassdoor.com and Indeed.com where companies register for a multitude of services. One of these allows employees to post pros and cons of …