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Category: Corporate Culture

By Jeannie Walters
in Agent Engagement
on Jun 7, 2016

3 Ways to Find Your Customer Service Superstars

Do you know what your customers talk about after interacting with your company? Most likely, one of two things happens. They...

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By Melissa Kovacevic
in Agent Engagement
on May 19, 2016

Why Operations VPs Need To Encourage Internal Customer Service Excellence

Recently I had a support team manager tell me that she had received feedback from a VP in the operations...

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By Jeannie Walters
in Agent Engagement
on Apr 28, 2016

Are Millennials Changing the Way We Design Experiences?

Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the...

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By Annette Franz
in Agent Engagement
on Apr 5, 2016

Go and See for Yourself

I recently came across the Japanese terms genchi genbutsu and genba; they're both key principles of the Toyota Production System,...

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By Melissa Kovacevic
in Agent Engagement
on Mar 29, 2016

The Good, The Bad and The Ugly Leadership Fails

In honor of April Fool’s Day, I thought I’d share some of the most foolish things I’ve seen center leaders...

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By Matt McConnell
in Corporate Culture
on Nov 24, 2015

The ROI of a Service Culture

Community service is a big part of what we do here at Intradiem. In many ways, it defines our service...

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By Melissa Kovacevic
in Corporate Culture
on Oct 6, 2015

Why So Many Contact Center New Hires Fail

It’s a given that we spend a great deal of time and money recruiting and training agents for our centers....

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By Shep Hyken
in Corporate Culture
on Oct 1, 2015

Strengthen Engagement with the Unique Talents of Your Frontline Workforce

I continue to be impressed by the Kimpton hotel chain. The staff was nothing short of amazing during my recent...

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By Annette Franz
in Corporate Culture
on Sep 17, 2015

What Does Herd Mentality Have to Do with Your Customer Experience Strategy?

Are you following the herd or defining your own path to success? In business and in life, there's this crazy...

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By Melissa Kovacevic
in Corporate Culture
on Sep 8, 2015

Too Many Process Cooks Spoil Customer Experience and Agent Support

Unfortunately, the story shared here is based on a real company event. Names have been changed to protect the innocent,...

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