If you ever watched the iconic show Inside the Actor’s Studio, with James Lipton, you know all too well one of the notorious questions he asked during each interview: “What’s your favorite word?” I ...
This year marks my 10th anniversary as the president of our nonprofit, Buckner International, and already this year I have experienced more uncertainty, panic and fear than the previous nine years ...
Customer empathy is essential for lower costs, higher customer satisfaction (Csat), and customer loyalty. Therefore, any call center committed to customer-centricity should ensure that its agents are ...
The Canadian government might confiscate my passport for this one, but I’m gonna say it anyway: Stop telling customers you’re sorry. Take a look at any contact center’s quality monitoring scorecard ...
If you ever watched the iconic show Inside the Actor’s Studio, with James Lipton, you know all too well one of the notorious questions he asked during each interview: “What’s your favorite word?” I ...
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