Blogs
Turbulent Waters Call for Agile Leadership
Ships on the high seas regularly encounter uncontrollable and unpredictable forces such as storms, yet they weather through them and continue on their journey. Undoubtedly, their success is the result of a team led by a Captain who understands Agile... Read More
Mason Health Success Story
Our work is rewarding, that’s for sure, but it’s especially fun and satisfying when we hear from clients who are applying our methods daily. One such story is Mason Health Hospital System in Shelton, Washington. They recently shared with us a holiday... Read More
How Compliments Help Motivate and Find Value In Others
(This article was originally published in 2009 and is even more applicable today.) Free Compliments! What a great idea! Bummed out by all of the negativity on the airwaves regarding world affairs and the economy, two sophomores at Purdue... Read More
Make a Resolution to Start Coaching!
If you work in the call center industry, you are probably very familiar with the terms “coaching” and “monitoring.” Although two different activities, the terms are frequently used interchangeably. In reality, they are two separate and distinct activities that should be clearly... Read More
Engaging the New Millennial (Gen-Y) Workforce
I am going to confess up front that I’m a Baby Boomer. I like being known as the group that questioned authority and highly influenced corporate reform. I enjoy being a member of a group that is strong in number... Read More
5-Step Process for Handling Profanity
A while back, trainer Lisa Rike gave some great information about how to deal with difficult customers in our Free LIVE! Webinar called Handling Difficult Callers. Recently, our customer Heather Bond emailed us a question about profanity and we want... Read More
Have Your Employees Lost That Lovin’ Feelin’?
What makes an employee happy? What makes them miserable? To a great extent, the answer to both questions is their own attitude. Beyond that, it’s Management’s attitude. Patrick Lencioni, author of the New York Times best selling book “The Three... Read More
Gold Stars Are Free! Employee Recognition Training for Managers
Thinking back to when you were little, do remember the teacher saying, “Good job!”? Do you remember how it felt when your test came back with a BIG GOLD STAR? WOW! Recognition! It’s one of the most powerful motivators we... Read More