Tag: leadership

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...