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Onward and Upward… Or So the Saying Goes

Onward and Upward… Or So the Saying Goes

According to thefreedictionary.com, “onward and upward” is an expression that is defined as “something that you say in order to encourage someone to forget...
Engaging the C-Wing

How to Improve Your Center’s Loyalty and Retention Rates

There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction...
The Cold Shoulder of Customer Care

The Cold Shoulder of Customer Care

Cold shoulder” is defined as “deliberate coldness or disregard, a slight or snub” (American Heritage Dictionary of Idioms). The term first appeared in writings...
multitasking-and-long-term-planning

Don’t Push My Buttons

It provides a sense of threat… that there is an “or else” at the end of that command! We live in a world where...
Call Center Empathy

”My Husband Just Died“: What Will Your Agents Do Next?

While sitting on the panel during a town hall meeting of contact center leaders, I was asked by Mary, one of the attendees, “I...