OK, I’m all about true confessions. I’ve already admitted in prior blog posts my addiction to The Voice and that I play tennis with some gentlemen twice my age; now I have yet another tidbit to share about the mundane life I live. I certainly don’t lead a crazy college lifestyle anymore; I never did […]
As customer experience and customer service increasingly become a strategic priority for companies looking to differentiate themselves, call center leaders are under more pressure than ever to improve call center performance. Recap: In Part I of this blog post, I covered the following three areas to focus on in order to advance your call center performance: 1. Create the Right Perception Lead […]
I know this may sound strange coming from a principal of a company that provides call center training around the globe. However, my colleagues and I truly believe 100% in the following statement: Call center training, by itself, doesn’t work. I have spent more than a few years of my career on both sides of […]
Effective customer service leadership requires setting high standards and expectations for your customer service team and then doing what it takes to help them get there. In this video blog, Jack explores how setting the right performance standards for your customer service team can mean the difference between mediocrity and excellence.