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Weaponizing your Customer Experience Strategy Part III: Coaches are the Critical Link
“Coaching is unlocking a person’s potential…it is helping them to learn rather than teaching them.” – Timothy Gallwey By now you’ve spent ...
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Health Check: Do Your Customers Trust You?
What a nightmare trip to the doctor’s office taught me about “trust” and what your frontline can do to salvage ...
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4 Steps to Flawless Customer Experiences
We’ve all had our fair share of customer service trials and tribulations. Maybe you couldn’t purchase something because a website ...
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Sales Force Competence Directly Impacts Customer Confidence
Who are your salespeople? Do you know their names? Their background or previous experience? What about their expertise? Does your ...
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What Gets Measured Gets Mismanaged
“A call center may boast high productivity and low costs per call, but that’s irrelevant if most of its activity ...
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This Call May Be Monitored For No Apparent Reason
“Not everything that can be counted counts, and not everything that counts can be counted.” – Albert Einstein Most call ...
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6 Keys to Sales Enablement Done Right
“Every year we make significant investments in TV spots, sales leads, marketing materials, new technology… yet we can’t seem to ...
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The Quality Revolution: Five Keys to Transforming Your Quality Program Key #5: Certification & Continuous Improvement
A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming Quality & Call Monitoring Programs ...
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The Quality Revolution: Five Keys to Transforming Your Quality Program Key #4: Foster the Human Connection
A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming Quality & Call Monitoring Programs ...
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The Quality Revolution: Five Keys to Transforming Your Quality Program Key #3: Automate Calibration
A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming Quality & Call Monitoring Programs ...
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The Quality Revolution: Five Keys to Transforming Your Quality Program Key #2: Correlate and Measure ‘Predictiveness’
A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming Quality & Call Monitoring Programs ...
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The Quality Revolution: Five Keys to Transforming Your Quality Program Key #1: Embrace Subjectivity in Behaviors
A Quality Revolution has been emerging in the last two years, transforming underleveraged and under-performing Quality & Call Monitoring Programs ...