Putting the Focus on Professional Communication
Every business is feeling the pinch of fewer skilled workers available to fill vacancies and a frustrated public that’s losing patience with wait times and more.
Engaging Partners to Achieve New Heights
What sets a great manager apart from an average manager is coaching front-line teams how to ensure that this first interaction is not the sole experience the customer has with the organization.
The Impact of a Defining Moment
Customer interactions are layered with defining moments—the opportunities for your employees to go the extra mile with excellent service that sets you and your organization apart, in a positive way.
Prioritizing Initiatives in Human Resources
In 2020, Human Resources professionals were asked to manage workloads and priorities they never imagined.
Count Your Way to Excellent Service
You’ll discover how customizable score-based feedback from customers can help you evaluate and improve services on digital channels.
Why I Write in Pencil
Recently, while on an airplane traveling to a client, a seatmate (before the times of social distancing) asked about the #2 pencil in my hand.
Staying on Track in Times of Change
Change is never easy and leading a team through course corrections like staff restructuring or system revamps can certainly present challenges.
COVID-19 Message
As each of you are taking responsive measures to understand and react
The C-Suite & Newton
Consider tracking more than just result goals. Creating alignment between culture and strategy isn’t easy.
Coaching a Wide Range of Talent
Every organization has employees that outperform, and underperform.