There’s more than one way to skin a cat.* There’s also more than one way to look at any particular challenge or opportunity. By turning the tables and looking at the work we do from the point of view ...

Thinking back to the early days of my first management role in a small contact center, I can remember one day when a newly-hired customer support agent came over to my cubicle for what had to have ...

Are you gearing up to launch an internal customer service initiative? Well, you’ve come to the right place. I’m happy to equip you with insights that can catapult your initiative into success if you ...

When it comes to delivering high-quality, customer-focused service, fleet managers many times feel they are being pulled in all directions. And it’s no wonder, because internal customers—owners, ...

Regardless of the industry and the products or services they offer, most business owners and managers would agree that the customer comes first. It’s a simple fact: The loss of customers could ...

Who’s to blame if you were served a greasy cup of “soapy soup” in a tapsilog joint? Is it the dishwasher who treats the grease like a decorative fixture? The waiter who delivered it with a straight ...

This voice experience is generated by AI. Learn more. This voice experience is generated by AI. Learn more. Customer experience has become more influential as expectations rise and digital platforms ...

Improving internal customer service should be a priority for every organization.Consider this: Fred is really good at the technical parts of his job, but colleagues dread having to work with him.