It’s not unusual for Call Center agents to reach their tipping point and snap. Not unusual, true. Good for business? Absolutely not. Your frontline staff take challenging service calls all day. If they don’t have the right tools, their stress…
Call Center Stress Relief is all about gaining more control. The most stressed call center agents are those who misunderstand the importance of self-control and personal responsibility. Remaining calm is important because it results in rational thinking and a constructive response,…
Today's audiences want to be part of the presentation. People don't just sit there anymore - they want to be engaged and amused as they learn something useful. Engaged audiences smile more. Mobile phones are rarely turned off during speeches.…
People who invest lots of time behind the wheel tend to have more time to think. As an activity, thinking is highly underrated. Some of my best ideas arise while driving. If you are a customer service professional, I bet…
Old-time manufacturing guys, like me, understand why cannibalism is not a good idea. Cannibalism Hurts Customers. No, not the “eat human flesh” type of cannibalism, I am referring to the practice of removing components from a returned product in the…