Delighting Call Center Customers and Turning a Profit With Dru Phelps
Call Center Week Judge Talks Customer Happiness and Profits...
NOT Listening as the Fly on the Wall - Experiencing Event Live-Tweeting
The power of Twitter for real-time communication...
1 800 Flowers - Undercover Boss Draws Wrong Conclusions
Why focusing on costs increase costs…
Training Measurement, Purpose and Path
Institute a measured, purposeful training program and realize a great return for your organization.
Drucker to Leaders: Above All, Do No Harm
Even with the best intentions, beware unintended results.
The 'Flaws' with Women in Leadership
Leadership is marriage. Leadership like marriage takes complete commitment and total honesty to be successful and reach its full potential.
Arrests and Convictions and HR: Would You Hire Jean ValJean?
I recently reviewed an employment application that asked applicants to specify if they had “ever committed a felony?”
Call Center Incivility on the Rise: Four Ways to Stop It
Why it pays to be civil in the call center.
1 800 Flowers - Undercover Boss Draws Wrong Conclusions
Why focusing on costs increase costs…
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