Are You a Manager with Heart?
During February we celebrate Valentine’s Day, a holiday focused on making people feel special by telling them and showing them […]
13
Feb
6
Feb
4 Ways to Boost Cx and Operational Efficiency with Intraday Automation
Let’s pretend you’re the customer. Like most customers, you’re pretty savvy when it comes to figuring out answers on your […]
26
Jan
How to Make 2017 Your Best Year Yet with Intraday Automation
With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes […]
1
Dec
3 Ways to Improve Cx by Seeking the Outside-In Viewpoint
Understanding how to improve the customer experience from the inside out is one thing. Trying to attain the outside-in perspective […]
1
Dec
7 Ways to Coach by Example
Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks […]
2
Nov
Don’t Forget to Map the Employee Journey
Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we […]