As American employers continue grappling with how to stay open while their office doors are closed, there are 5 long-held "concerns" that I keep hearing. Problem is, while the concerns are real, the beliefs are inaccurate. Bigger problem is, these unfounded beliefs...

5 Questions to Guide Your Process Business leaders across the country continue exploring every conceivable way of adapting to the unprecedented stresses and challenges of the current coronavirus-driven economy. At the same time, there is a growing awareness that, even...

This is the fourth in our blog series on COVID-19 Rapid Response. You can find them all, starting with the first post in this series, here. In my earlier posts, I’ve put a great deal of focus on how to transition your call center agents from on-site to at-home. But of...

A Handful of North American Call Centers Step Up to Fill the Need In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home. In...

A Handful of North American Call Centers Step Up to Fill the Need In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home. In...

8 Critical Questions to Assess Your Technology Readiness This is the second in our series on COVID-19 Rapid Response. You can find the first post in this series here. In my most recent post, I talked about how COVID-19 has created a new urgency among customer care...

Yes. Here’s How to Get Started As we find ourselves in the strange, uncharted territory of the past few weeks, I’ve been struck by how very united we all are by two common goals.  1. We want to do everything in our power to protect the health and well being of our...

Are your customers struggling to come to terms with the new rules and new inconveniences of today’s (temporary) “social distancing” requirements? Are they starting to take out their frustrations on your customer care agents? It seems to be happening just about...

When I first started thinking about what I’d say today, on St. Patrick’s Day, I had it all planned out. I wanted to talk about how, most of the time, “good luck” seems to come easier to those who have a good plan, a good team of people, and a good attitude. That’s...

Customer retention challenges are growing across every industry. In the subscription business, it has become enormous. In a recent Brightback study of subscription industry leaders, there were several key findings that reflected a growing, industry-wide urgency when...