The expression keep the ball rolling is an American variation of an older British expression keep the ball up, which…
Read More »Kathleen’s Corner
The 1950 movie “All About Eve” starring Bette Davis is a “backstage” story revolving around an aspiring stage actress named…
Read More »The Flying Irishman” was a movie made in 1939 about a pilot who came to be known as “Wrong Way”…
Read More »Dear Santa, I have been a very good Contact Center this year, so I am writing to let you know…
Read More »Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had…
Read More »Perspective – A particular attitude toward or way of regarding something, a point of view Proportion – Adjust or regulate…
Read More »Another year has just ended. Some of us will have raised glasses and voices as 2013 turned into 2014, and…
Read More »The Customer Experience has long been on the tongue of senior management as a primary strategic objective and a market…
Read More »I read recently about a Japanese study whose findings were that “compliments can help improve student and employee performance as…
Read More »My father often sang a song to my mother entitled, “When Your Old Wedding Ring Was New.” The lyrics went…
Read More »Although football season is over, the game’s basic functions provide a reasonable context for evaluating the inner workings of your…
Read More »Like all humans, Contact Center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing…
Read More »Let’s get right to it … Vocabulary is a key player when it comes to Customer Care. Choosing the best…
Read More »This is my brief end of year message to all of us in the Customer Care/Experience/Service business … Lighten up!…
Read More »Customer Experience strategy has been cited by executives in multiple surveys as “very important or critical.” This is the case…
Read More »Contact Center Supervisors are the first tier of management at the front line of the Customer Experience. But are they…
Read More »Quality is more than what happens within a phone call in today’s Contact Center, although certainly the call continues to…
Read More »We are in the 21st century. This is not news to anyone I’m sure; although if you watch Celebrity Apprentice…
Read More »The quality of your customers’ experience is in your hands. Improve your game by defining and delivering on the critical…
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