The LAMA Technique is all about Customer Engagement and Customer Dialogue and the Customer Interaction Equation!
The Missing LINK in Contact Centers
Coaching in the Call Center is WHAT’s MISSING! I started training about 25 years ago and was too scared to say I wanted to coach every single person I trained. I was new, I wanted to get jobs and not charge too much. It was about 10 years before I built Call Center Coaching into…
LAMA ONLINE GOES “Live” on March 16th
What a day! Beware! This is stream of consciousness. I am so interested to see if the public or at least my clients and past clients will jump all over this chance to get training from me for the next year. I love to sell but I still haven’t mastered this internet marketing with Social…
LAMA MAMA “CAVES” to ONLINE Training
Hi GANG! My Blog should be called, “if you think you’re so smart, you’ve got another think coming!” Is that too long? ONLINE TRAINING comes to life!!! Well, the LAMA MAMA rides AGAIN! Okay all you Bloggers, Sales People, Trainers and Supervisors, I love you and have finally been talked into putting my training online!…
WOW! Man in the Mirror from Joyful Noise
“The Man in the Mirror” by Michael Jackson. Let’s All Listen Once Again!!! It’s in that new movie “Joyful Noise” and yesterday it set my heart on fire once more. The “WOW” factor is hard to understand. People who are inspired themselves give that “WOW” right over to the customer. How do you “WOW” someone?…
Motivation or Inspiration – Simple but NOT Easy
Motivational Games – UHG! Eeeuw… Whenever I was in a call center or on a sales team, I just hated the GAMES. I would laugh at them because if they didn’t have an instant reward, I didn’t want to play. They would have games that lasted a year….WHAT? I can’t remember yesterday and I have…
AHT is the WRONG QUESTION
Tim Searcy, the outgoing past president of ATA speaks to me. I know it has always been about ENGAGEMENT. No kidding. WE have so many rules about AHT. The agents are ‘freaking out’ about it. The companies are counting their money and the one who gets lost in this shuffle is the CUSTOMER! Engagement requires…
Business as Usual or Enthusiasm
Blown AWAY is what I am (YODA)
Today, I just want to say, that I worked with a person with Go-to-Webinar for ten minutes. His name was Rubin and he did not conduct Business as Usual…ho-hum.
Welcome to our new website!
Welcome to our new website! Our website designers at www.ReactionConcepts.com, asked us to write a Yippee! post to start off our blog. (Shameless plug for the people that have helped us so much) So, here goes! Yiippeee!!! Judy and I are very excited to have this new website. We’ve been working closely with our designers…
Don’t Fight Your customers on the Way Out – Part 1
Round 1 – Ready to Fight? Calling to cancel your membership or return a product? Put your boxing gloves on, it’s time to fight. It can be stressful these days when calling an 800-number to end your subscription or to return a product. As a call center savvy consumer, I know the representative/retention specialist on…
