Think about the last time you tried something new. Most likely, you felt excited, but also a bit hesitant. Whether it’s a new food or
Posts tagged as “Customer Service”
Being the Best Virtual Coach You Can Be
Jul 28, 2020Being a successful coach is tough. Being a successful coach when you are working from home can be even tougher. No longer getting to see
As customer service and support leaders continue to react to and manage through the COVID-19 pandemic, it is becoming increasingly apparent that disruptions to the
In my previous post about the contact center industry’s response to the global pandemic, I noted the remarkable shift to work-from-home. This is different than
Coaching Accountability in a Virtual World
May 26, 2020Fact: Creating a culture of coaching accountability is hard. Through numerous coaching effectiveness surveys that Challenger has sent to frontline reps across the last two
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.
Bold Decisions During Uncertain Times
Apr 7, 2020I’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
How to Drive Your AHT Down to Zero
Feb 5, 2020I 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