Keep the Main Thing the Main Thing
It’s surprisingly easy to become busy doing everything except the thing that matters most. This article explores two common ways we lose sight of our work priorities—and what I’ve learned…
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Keep the Main Thing the Main Thing
It’s surprisingly easy to become busy doing everything except the thing that matters most. This article…
What Australia and Greece Had in Common: A Customer Service Lesson
A simple question asked on two continents revealed a customer service lesson about professionalism, service, and…
“I’ve Got Some Work To Do” — Four Lessons in Team Leadership
At the end of a leadership course, it means a lot to hear participants say, “I’ve…
We Have a Quality Program. So Why Isn’t Quality Improving?
We have a quality program. So why isn’t Quality improving? That’s what a CEO asked me…
Customer Service Isn’t CX. But That’s Not the Point
“Customer Service isn’t Customer Experience.” There’s a good follow-up question to that statement: What parts of…
That Won’t Work for Our Customers: A Common Mistake in Service Design
A common mistake in service design is rejecting an entire approach because of one behavior that…
15 Quiz Questions on Quality Assurance (Part 2)
These 15 quiz questions are designed to test your understanding of Quality Assurance in Customer Service…
15 Quiz Questions on Contact Center Operations (Part 2)
This is Part 2 of our popular quiz questions on Contact Center Operations. This article is…
Where Contact Center Operations Break Down
People rarely go to school to learn Contact Center operations. Most people learn it on the…
Where Quality Assurance Programs Break Down
In many organizations, the Contact Center QA program is meant to develop frontline skills and improve…
Why Complaints Framed as Expertise Rarely Improve CX
Complaints shared publicly by CX, service, or marketing professionals — and framed as expertise — are…
Who You Are Is the Work
In most professions today, competence is no longer the primary differentiator between people at work. That…
Customer Experience: Thoughtfulness Made Visible
This article outlines how I think about Customer Experience — shaped by operations, research, and leadership…
The Team Leader Training Series for Contact Center & Service Teams
A great Team Leader helps individuals grow — and multiplies that success across the team. They…
Where’s the Beef? A CX Lesson in Value
A lesson in CX Value drawn from a famous fast-food commercial. This article is part of…