Becoming a Transformational Contact Center Leader
The Edge of Service: Issue 68 I walked into the meeting alongside the contact center director. She was concerned that the company’s senior level leaders would see all the wrong things in the numbers. And at first glance, they sure didn’t look good. Average handle time...
Ghosting Is Bad Business (Here’s Why)
The Edge of Service: Issue 67 Think ghosting is saving your organization time and resources? It may be quietly costing you far more than you realize. Ghosting, in a professional setting, is when an organization or individual simply stops communicating: no closure, no...
The P-51’s Lesson for Customer Experience and AI Leaders
The Edge of Service: Issue 65 I recently had the opportunity to fly in a historic aircraft, the P-51 Mustang. For someone who loves aviation, it was one of those experiences I’ll never forget (watch the video). It reminded me of a lesson that’s incredibly...