On a recent flight I found myself seated next to a career officer in the US Army. I thanked him for his service and we spent the flight talking about the Army’s approach to leadership training and its “up or out” policy. “Up or out” means that military officers are expected to continue to acquire […]
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We have a number of Breuer chairs in our office and recently one of the cane seats wore out. I called the local retailer where I had purchased replacement seats before. The person who talked to me seemed less than enthusiastic about selling a replacement seat. His part of the conversation went something like this: […]
Carla closed the door to her office and sat down quietly. She put her elbows on her desk and rested her head on her hands. She bit hard on her lower lip, and fought to hold back the tears. In three years as a call center supervisor, this was surely the toughest challenge she had […]
It’s no secret that technology has driven significant change in the contact center world. With the dramatic explosion of self-service options, customers can often get “good” service without ever talking to a live agent. At the same time, technology is a two-edged sword. Customers now face an abundance of choices for nearly any product or […]
Recently I was at the Aspect Customer Experience conference in Atlanta, presenting a session on Changing The Game of Service. The keynote address was delivered by Keith Dawson, a Senior Analyst with the research firm Frost & Sullivan. Keith was formerly an editor for Call Center Magazine, and has been covering the call center industry […]