“Do or do not. There is no try.” ~Yoda If you are a Star Wars fan as I am, then Yoda’s quote should resonate with you. Here is a real-world example of how the contact centers within this 100 plus year old product and services based organization have transformed from …
Position the contact center as a leader in customer experience Read More »
QUESTION: What do Shaun White, Chloe Kim, Red Gerard, Mikaela Shiffrin, and Jamie Anderson all have in common, other than winning golds at the Olympics in Seoul Give up? The ANSWER: Technology, social media, communication and collaboration. These Olympians, even though they are a mix of generations, are tied to …
Going for the Gold = Workforce Management Reboot Read More »
Action changes things! (ACT) We are almost half-way through the second quarter of 2018 and there has already been numerous posts and conversations on resolutions, reminders on the importance of taking time to focus on both physical and mental well-being, predictions in the realm of people, process, technology and strategy. …
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