Does this scenario sound familiar to you? An opening comes up for a key leadership position. Like everyone else you know, you’re not hiring many people these days. So...
You have the power to make your own success. You have a lot of power over yours and your organization’s destiny. Even if the odds feel like they are...
Managers have a range of responsibilities that go from strategic thinking to boosting employee engagement. All of these roles are equally important for the successful growth and the stability...
IVR (interactive voice response) has been with us for a long time. Everyone has had the experience of calling into a call center to get a computerized or recorded...
You know all there is to know in your field. You’ve got the skills to pay the bills, the charisma of a high performing leader and the efficiency of...
Rumor has it that US negotiators are hard to understand. That's because, unlike the Japanese, Americans are not racially or culturally homogenous. Two different orientations to time exist across...
A great opportunity for success is the on-line customer service chat. But what an opportunity frequently wasted. Not only chatting on-line but also any interaction with our customers. I...
I pay a lot of attention to customer service. Perhaps my expectations are high. As a customer, I think I have the right to have high expectations. After all,...
Seven months ago you hired a cracker-jack marketer who quickly proved herself indispensible. “Jackie” had a way of connecting with people, accessing the media and describing the value of...
When we deliver excellent customer service we are doing our part in an important relationship. We also need and want our customer to do their part. What does this...