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Christmas, Didn’t you get the memo
Aaron Sorkin wrote that line for WESTWING and I will never forget it. I love this time of year. It causes everyone to take at least a minute to STOP and THINK. Questions like: Am [...]
Thanksgiving – My Favorite Holiday of all!
Every year at this time, I am always so thankful and, I am reminded as soon as Halloween is over that everyone gets into this wonderful mode of THANKS. I started my business on November [...]
Every Job Take Ten Minutes
Managers in Contact Centers are overwhelmed, and they know it. They work; from home, while they drive, and while at the actual workplace. They are on their cell phones doing e-mails, apps, and God only [...]
Contact Center Consciousness About MONEY – Make it EASY and Convenient for a better customer experience
CASH! WOW! I love that word, Cash. I love everything about it. Like MONEY in the Mail. Cash In and get your prize today! or Would you like Check or Cash? I’ll take CASH, [...]
Communication is a Function of INTENTION
Everyone sure learned that lesson this past week! The news is giving us all a lesson. If you say you’re joking but the words are mean, you’re NOT joking, you’re mean. In all our classes [...]
Customer Experience is Not just a department, but a Philosophy!
My thoughts today: Customer Experience, Customer Care, and Customer Service is NOT just a department, but a PHILOSOPHY! "It is a STAND YOU TAKE and you Take a STAND [...]