Kathleen’s Corner

Keep the Ball Rolling!

The expression keep the ball rolling is an American variation of an older British expression keep the ball up, which…

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All About Ease

The 1950 movie “All About Eve” starring Bette Davis is a “backstage” story revolving around an aspiring stage actress named…

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Flying By The Seat Of Your Pants

The Flying Irishman” was a movie made in 1939 about a pilot who came to be known as “Wrong Way”…

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Dear Santa … from the Contact Center

Dear Santa, I have been a very good Contact Center this year, so I am writing to let you know…

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GARBAGE IN, GARBAGE OUT…MAKES CONTACT CENTER MANAGERS WANT TO SHOUT!

Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had…

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Customer Experience throughout the Enterprise … Proportion and Perspective

Perspective – A particular attitude toward or way of regarding something, a point of view Proportion – Adjust or regulate…

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Auld Lang Syne … What to Leave Behind?

Another year has just ended. Some of us will have raised glasses and voices as 2013 turned into 2014, and…

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Death by Management … R.I.P. Customer Experience

The Customer Experience has long been on the tongue of senior management as a primary strategic objective and a market…

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The Simple Act of Recognition

I read recently about a Japanese study whose findings were that “compliments can help improve student and employee performance as…

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When My Old Best Practice Was New

My father often sang a song to my mother entitled, “When Your Old Wedding Ring Was New.” The lyrics went…

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Offense or Defense … Where Do Your Skills Take You?

Although football season is over, the game’s basic functions provide a reasonable context for evaluating the inner workings of your…

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Plan and Measure = Pleasure!

Like all humans, Contact Center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing…

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Here’s What I Can Do Now …

Let’s get right to it … Vocabulary is a key player when it comes to Customer Care. Choosing the best…

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Lighten Up … The Magic of Leadership Levity

This is my brief end of year message to all of us in the Customer Care/Experience/Service business … Lighten up!…

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Customer Experience … The STRA-TACTICAL Approach

Customer Experience strategy has been cited by executives in multiple surveys as “very important or critical.” This is the case…

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Which Is It … Supervisor or Super Agent?

Contact Center Supervisors are the first tier of management at the front line of the Customer Experience. But are they…

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What Is A Quality Call And How Do We Know When We Have One?

Quality is more than what happens within a phone call in today’s Contact Center, although certainly the call continues to…

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Are You Using 20th Century Solutions for 21st Century Problems?

We are in the 21st century. This is not news to anyone I’m sure; although if you watch Celebrity Apprentice…

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The Ball Is in Your Court

The quality of your customers’ experience is in your hands. Improve your game by defining and delivering on the critical…

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