Tag: leadership

I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience. Regardless of our...

The idiom “balancing act” is defined by dictionary.com as “a circus act in which a performer displays his or her balancing ability.” From where...

The Customer Experience Professionals Association (CXPA) defines an outstanding CX practitioner as someone who “inspires excellence in all aspects of the CX discipline and...

The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. In times like these,...

In honor of women who inspire, influence and serve as role models, I’ve compiled leadership advice from five of the finest contact center leaders...

Servant leadership is the backbone of many leadership development programs today. While the leadership philosophy is too complicated and involved to learn by glancing...

As the COVID-19 pandemic takes hold, we’re all being impacted in various ways, many of them pretty dramatic. Everyone is feeling more than a...

You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. “This idiom dates back to Chaucer (c. 1374) and...

My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind...

I don’t know about you, but I love my pause button so much that I pay my cable company insane amounts of money monthly...

Businesses are entering a new age of leadership. Ivory towers are crumbling across the country. The days of executives being disconnected from their customers,...

Do you ever stop to think about why a particular individual stands out in his or her profession? Many might point to qualities like...

For many, the holidays are a time to reflect, celebrate accomplishments and consider the year ahead. If that’s true for you, too, then you’ll...

People are more than cogs in a machine. Like it or not, a person’s history and current situation drives behavior more than workplace rules....

Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on...

Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring...

Are your contact center agents increasingly late for work or calling in sick? Are quality and productivity declining while error rates and customer complaints...

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than...

When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after...

In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to...