Top Six Reasons New Agents Fail & What You Can Do About It

  1. Bad fit for the job. Don’t settle. Hire agents that have the right blend of personality and skills. (Stop Hiring “Nice” Service Reps: Hire agents who deliver a low-effort customer experience.) 2. Rushing to hire. Recruiting the best…

7 Reasons Why You Should Ditch Annual Performance Reviews

It’s that time of year again — time for the dreaded annual performance reviews. Let’s face it. Nobody likes them – managers, employees, and even HR. That is why top companies like Accenture, GE, Google, Adobe, and Deloitte have replaced…

Stop Hiring “Nice” Service Reps

Customer effort matters. Hire agents that create a low-effort experience. On September 27, 2016, Peter Sleaze, Principal Advisor, for the CEB Customer Leadership Council and I were among five customer service experts who presented at the University of Wisconsin-Madison E-Business…