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Curated Experience

Sep 20, 2018

Why is persuasion in such a high demand from a business perspective?
Jeff says that we all live or die based on our ability to persuade. That's a bold statement!
If you think about Customer Service, the vast majority of interactions start with the premises that something has gone wrong, which is why customers call. How...


Sep 20, 2018

I want to talk about Quality Assurance specifically in contact centers. I want to give you 3 reasons to rethink QA.
1. Sample size. You'll be making a conclusion over a small size of data, and you might be biased on the interactions you decide to listen to.
2. The entire premise of QA was created several decades ago. Is...


Sep 2, 2018

I want to talk about the call center agent because I have a passion for improving the agent experience.
Being a contact center agent sucks because of the leadership in the organization, but it does not have to be this way. Let me focus on one particular area. We schedule, regulate and punish agents for going to the...