8 Ways to Increase Your Visibility to Recruiters

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“I really need a new job.” That’s how it begins. Most of the time, at least. That little voice inside your head telling you that something’s not quite right, not exactly as you’d want it to be, or not quite as challenging and interesting it used to be. Sometimes, beginning a new job search is an i [...]

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'Tis the Season. 8 Contact Center Holiday Planning Ideas

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‘Tis the season, which means that contact centers supporting retail customers have finished their planning for the busy holidays months ago — or right about now they’re wishing they had done a better job of planning. That being said, we also must recognize that “seasonality” means something differ [...]

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5 Questions to Ask Your Contact Center Agents To Improve Customer Experience

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Customer experience leaders often rely on the facts to determine what customers need. We think of customer feedback metrics and rating systems as ways to get a pulse of what our customers are thinking and feeling about transactions or the entire relationship with our brand. We invite leaders to wor [...]

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8 Strategies for Impactful Contact Center Coaching

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I’ve written extensively on the topic of quality management and there’s one theme that has been fairly prevalent throughout: Coaching. At the recent ICMI Contact Center Connections conference I popped into a session led by my colleague, Justin Robbins where an attendee asked him, “How many customer [...]

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New Year, New You? 8 Steps to Crush Your Goals in 2020

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“Making resolutions is a cleansing ritual of self-assessment and repentance that demands personal honesty and, ultimately, reinforces humility. Breaking them is part of the cycle.” — Eric Zorn Raise your hand if you’ve ever set a New Year’s Resolution. 🙋🏼‍♀️Now keep your hand up if you’ve ever su [...]

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For Higher Education, Extending Classrooms to the World is a Matter of Survival

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As I work with CIOs of colleges and universities, it seems useful that we start tracking their collective anxiety and blood pressure levels. Their jobs are incredibly complex. They are navigating through the reinvention of their business models while keeping current operations running. Gartner resea [...]

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