Leadership, sales, service delivery, management systems, AI and transformation — observations drawn from the realities of leading people and being accountable for outcomes.
There are times when we have to put the smackdown in order to protect ourselves. Maybe someone is taking advantage of us, and we've had enough. Maybe we're being threatened or bullied. Maybe someone is just generally being a nuisance, and we want them to leave us alone.
A self-service portal can provide a wealth of benefits for both customers and contact center agents. By reducing the workload of contact center agents and providing customers with easy access to information, a self-service portal can help to improve customer satisfaction and reduce the volume of incoming calls.
Knowledge management is important in the contact center because it helps to ensure that agents have access to the information and resources they need to effectively handle customer inquiries and requests.
We've all been there before. We pour our heart and soul into something, only to have it not work out in the end. It's a frustrating feeling, and it's easy to lose sight of what's important. However, it's important to remember that there's always something better waiting for us down the road.
Do you want to engage in a heated conflict, or do you want to bring the interaction to a close, think through what happened, formulate an effective response, and executive your strategy? The decision is yours. The choice is always yours.
It is important for everyone to do their part in breaking down these barriers. We all have something valuable to contribute, and we should not let our backgrounds or experiences hold us back. Let's work together to break down these barriers and create a more equal and inclusive society for everyone!
A toad in a well can only see part of the sky. This is because it is limited to the small space in which it lives. It cannot see the entire world around it, and is unaware of what is happening outside of its well.
Being a police officer is not an easy job. They are constantly put in dangerous situations, and they often have to deal with angry and hostile people. This can be very stressful, and it can take a toll on their mental health.
People are often told to focus on the progress, not the pain they feel. This can lead to frustration and a lack of motivation. Addressing the root cause of the pain is essential if real progress is to be made. I believe it's important to understand why you're experiencing pain in order to address it. Only when the root cause is understood can real progress be made.
