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 set apart from each other. If you want to know who has a handle on how different these activities are, … 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 University in Indiana took to the streets to make a difference by doling out compliments and brightening the days of passing … Read More

Case Study: Improving the Service Culture

Client Challenges and Business Requirements The client wanted to improve the service culture of their division in the organization. This was the Shared Services/Financial division of a global medical supplies organization. There were approximately 700 employees in three U.S. locations targeted for the customer service development. The customers of this division were often internal customers with some departments working with … Read More