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 Signs of a Miserable Job”, provides insight into how the attitude and actions of the management team impacts whether an … Read More

5-Step Process for Handling Profanity

A while back, Lisa Rike gave some great information about how to deal with difficult customers in our Free LIVE! Webinar Handling Difficult Callers. Recently, Heather Bond emailed us a question about profanity and we want to share the answer. “I enjoyed your webinar about how we can change the way a difficult call can be handled. At the very … 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 and continues to impact and redefine how life is lived. We are the largest group in the workforce….uh, until now. … 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 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