Customer expectations continue to rise. The level of support required and expectations of those providing customer service need to increase equally. Look, sometimes things go wrong. Some products are defective. Sometimes there are service failures. Sometimes websites go down, or shipping is later than expected. Stuff happens. When there is a breakdown or failure, resolving […]
Plus One Customer Service Approach Read More »
Have you ever worked in a toxic or contagious culture? I have. It’s not fun. Working in a toxic work culture can be incredibly dark and negative. Whether it’s office politics, backstabbing, or just an air of negativity, these cultures are unproductive. The biggest challenge with toxic cultures is that they become contagious. The more
Escaping Toxic Work Cultures Read More »
When I was in university, I tried various different tactics to study and attempt to retain information. Sure, I could just read the textbook provided, but I never found it engaging enough. YouTube wasn’t a thing while I was in school either, so I couldn’t watch a video on a topic. The best way I
What I Learned From Walk & Talks Read More »
This article was originally published on ICMI.com in May 2019 Employee engagement is a hot topic in contact centers and all other industries. Leaders are struggling to motivate and sometimes retain top talent. Far too often, when the once-a-year survey results are bad, people feel the urge to reinvent the wheel. Often these leaders over-engineer
6 Ways to Improve Employee Experience and Boost Engagement Read More »