Posts tagged as “Customer Service”

Coaching Accountability in a Virtual World

May 26, 2020

Fact: Creating a culture of coaching accountability is hard. Through numerous coaching effectiveness surveys that Challenger has sent to frontline reps across the last two

Bold Decisions During Uncertain Times

Apr 7, 2020

I’ve been talking to a number of customer service leaders over the last three weeks, and, unsurprisingly, many are asking how others are coping with

How to Drive Your AHT Down to Zero

Feb 5, 2020

I love Dilbert cartoons. My favorite closely aligns with my day-to-day work and portrays Dogbert as a frontline rep for tech support. Scene One: Dogbert

Between a Rock and a QA Hard Place

Aug 16, 2019

I overheard a conversation about QA at one of our client's sites recently: "Have you tried out any of the new approved greetings yet?" "Yes.