


Tech Leadership – For Non Techies
There are many technologies that can support and enable customer service. Many. A ton. And there are myriad decisions to be made around suppliers and solutions. Sometimes, the less you know, the better you are at asking the right “dumb” questions. The ones...
Motivation and Engagement: Your Leadership Matters

Thoughts on Customer Experience, Agent Skills and Artificial Intelligence
The ICMI Contact Center Expo in Fort Lauderdale, Florida is coming up quickly from May 13 to 16. If you are planning to attend, or if you are interested in current contact center trends, you might be interested in a brief interview I did with Don Fluckinger of...
Handling Tough Customer Contacts
If you work in customer service, you will inevitably interact with angry customers. It comes with the territory. Their anger could be caused by a process or a product that’s gone awry. They may have already had a bad experience as they attempted to get...