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blog 2016-12-24T00:54:38+00:00

Customer Service Reps Exposed: An Ongoing Cover Up

In a letter to Jean-Baptiste Leroy from Benjamin Franklin in 1789, he writes “Our new Constitution is now established, and has an appearance that promises permanency; but in this world nothing can be said to be certain, except death and taxes.” In the customer service world there are certainties as well, just like death and taxes. And just like [...]

March 16th, 2017|Categories: Agent performance, Agent skills|Tags: , , , |0 Comments

How 12 Customer Service Failures Could Have Been Prevented

It’s easy to make mistakes and fail at customer service. We have all experienced poor service. Nobody is immune from it. And I must admit, I’m guilty of causing a few (maybe more) poor experiences in my career. As a long-time industry veteran, the more customer interactions you have, the more chances you have to fail. So for me, [...]

March 7th, 2017|Categories: Supervisor skills|Tags: , , |0 Comments

Stunned and abused – targets of uncivil customers

Social media is full of poor customer service and stories about employees who don’t care. It’s an easy platform to share with the world how you have been wronged. But I find myself becoming very concerned when I see customers applauded and glorified when they retaliate in outlandish ways. (Man destroys T-Mobile Store) Are we promoting incivility? Are we [...]

March 6th, 2017|Categories: Agent performance, Agent skills|Tags: , |0 Comments

9 Devastating Truths Undermining Your Employee Engagement

Admit it, your stuck in a rut. Yet again one of your high potential agents turned in their notice. That sinking feeling in the pit of your stomach comes back. It’s kind of like an insecurity coupled with a frustration. You know you shouldn’t take it personally, but it’s hard not to. They are leaving YOU. Why does this [...]

March 1st, 2017|Categories: Agent performance, Supervisor performance|Tags: , |0 Comments

Do contact center leaders lack career choices?

I recently overheard someone say, "I think people who run contact centers are people that cannot get real jobs anywhere else." This comment took me by surprise, and my initial response was confusion. While I have heard something similar said about biology teachers because, "they could not get into medical school" or about consultants because, "they cannot manage the [...]

February 23rd, 2017|Categories: Supervisor skills|Tags: , , |0 Comments

Call Center – The Accidental Career Path

It was June of 1986, the Dow Jones was hovering at 1,800 and Ronald Reagan was President. I had just graduated from high school and a buddy of mine referred me to a “part time job” in Manhattan. Sure, why not? Extra money, save up before college in the fall, working in the big city… sign me up! The [...]

February 16th, 2017|Categories: Agent performance, Supervisor performance|Tags: , , |0 Comments