Faceless Social Customer Service in the Social Media Age Social customer service gives organizations an opportunity to take transparency to a whole new level never seen before in customer/corporate relations. Read the ... continue reading.
2014 Contact Centre Tour Survey Winner MCCA would like to thank the Call Centre's that opened their doors during the 2014 Call Centre Tours. Great West Life Manitoba Public Insurance MTS Inc. Western Financial Insurance ... continue reading.
2014 Contact Centre Tour Survey MCCA would like to thank all of the Contact Centre's for opening their doors for the 2014 Contact Centre Tours. Great West Life Manitoba Public Insurance MTS Inc. Western Financial Insurance ... continue reading.
Remembering the Call Centre of 30 Years Ago...The Good Ole Days! I have read and written many articles on the future of customer service and the future of the contact center ... continue reading.
How to Challenge Your Team & Take It to the Next Level Recently, I coached a team in a group session. The team members rated the team a 6.1 in terms ... continue reading.
An approach to mentorship – why the investment is worth it An approach to mentorship – why the investment is worth it In exit interviews with rising college seniors who joined our ... continue reading.
Five Reasons to Mentor and Be Mentored In Chaim Potok's acclaimed novel My Name is Asher Lev (1972), the young Orthodox Jewish protagonist has both the misfortune and blessing of being a ... continue reading.
Five Leadership Qualities You Didn't Know Not a single day goes without coming across some leadership expert with his definition of what great leaders are made of. And all these opinions ... continue reading.
Amazing Service Begins With Engaged Leaders Providing service to customers is not as hard as some make it seem. It does take diligence and lots of effort to do it exceptionally ... continue reading.
8 Things Successful/Effective Leaders Must BE To be relevant, leaders must be successful. To last, they must be effective. So what does it mean to be both successful and effective? It ... continue reading.
10 Cheap Ways to Reduce Employee Stress Do you want to see productivity go up and costs go down? Keep your employees healthy and focused with these 10 stress busters. As an entrepreneur, ... continue reading.
Killer Ways to Develop a Rock Star Customer Service Team Increasingly, companies are recognizing the importance of customer service to their business. Once seen as just a “cost center“, the contact ... continue reading.
Three Musts to Retaining Superstar Talent As a general rule, it's important to note that by the time your best talent comes to you and says they're leaving, more often than ... continue reading.
Ten Leadership Skills That You Must Possess to Succeed An accomplished leader is someone who inspires, motivates and ignites a passion in the team they are working with. It doesn’t take ... continue reading.
That Leadership Thing... Nailed! Have You Got That Leadership Thing Nailed? The books, the articles, the interviews, the seemingly endless stream of #leadership posts… and they are seemingly endless…. “Have a vision!” ... continue reading.