Archive | December, 2012

7 Essentials for Your Customer Service Initiative

Recently, one of our long-time professional friends asked us for guidance and suggestions about a customer service initiative which had been rolled out the previous year throughout his organization. His company, an equipment manufacturer, is a global industry leader in a variety of product lines. They enjoy a #1 or #2 ranking in most of […]

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Call Center Leaders Must Step Up to Boost Call Center Performance

One of the many incidents that inspired me to start my own company took place when I directed training inside a large telecom company. One day, the regional call center director of our company, I’ll refer to him as “Dave”, called me into his office.  “Jack,” he said, “there’s a problem with the new hire training.” […]

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