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
Posts tagged as “Customer Service”
It has been about six weeks since our first survey results were released detailing service and support leader sentiment surrounding the economic impact of COVID-19.
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
It’s safe to say that the first few months of 2020 will not be soon forgotten. Each day seems to bring a new batch of
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
You've seen the social media posts that have gone viral when a company's customer service goes above and beyond the line of duty for their
Last month, a few of us on the Effortless Experience™ team attended Customer Contact Week (CCW, formerly known as Call Center Week) in Austin. For
Are you convinced that coaching is a waste of time because it doesn’t move the needle on performance? If so, then inadequate coaching is to
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.
Think about what happens when a rep answers a phone call – the customer states their question or issue, the rep looks their information up,