Sage Advice for Customer Service Leaders
A Job Perk Every Employee Could Use Low employee morale is a chronic problem for contact centers. At a recent contact center conference managers and execs sighted low morale as their most significant challenge. There is no single cure for…
Customers can’t always get what they want, but they can get what they need – empathy. A lot of people think customer service is about fixing problems. That’s only part of the story. The real goal is to provide a…
Sometimes supervisors are their own worst enemies. For the sake of illustration, let’s call a customer’s problem in need of a solution a “monkey.” It’s 11 AM on a busy Monday morning in the contact center. Picture Missy, a…
Got Grit? Sustainable success in any job requires grit — the courage to persevere, set goals, bounce back from adversity — to keep on keepin’ on no matter what. Here are some excerpts from an article in Forbes that does…