Being an agent is hard. Every day you work with customers who are frustrated because another part of the company...

“The goal should not be to remove humans from the equation, but [to] empower human beings who actually have a...

Are you annoying your customers – and then trying to sell to them? Better customer experience (CX) leads to more...

Journey mapping is a great way to truly understand just how hard it is to be your customer. An effective...

Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we...

As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients....

Loaning out your employees to the rest of the business gives them fresh perspectives on career paths and spreads your...

Your people make the difference. Of course you know that. It's probably in posters all throughout your call centers, your...

Last month I wrote about the importance of metrics.  Metrics drive behavior. You probably know the famous Peter Drucker comment...

I presented at the ICMI CC Expo last month in Long Beach. It’s always a great conference, and I look...