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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Dear Trainers: Engagement Shouldn’t Be the Goal
Everywhere you go, Trainers and the people who employ them talk about engagement. But engagement shouldn’t…
A Strategy Lesson from the London Tube Map
I share the story of how a strategy session went off track — and what it…
Why Years of Experience Aren’t Enough in Contact Centre Management
Why years of experience is not enough for Contact Centre management success. This article is part…
What Emily in Paris Taught Me About CX
CX Lessons are everywhere — even in the Netflix show ‘Emily in Paris’. This article is…
Want to Get Better At Writing? Start With Your Emails
Want to get better at writing? Start with your emails. This article is part of our Life…
How Feedback Changed My Life
Ongoing regular feedback changed my life. This article is part of our Being Human Series —…
What Lessons Can Contact Centre Folks Learn From CX Folks?
What lessons can Contact Centre folks can learn from CX folks? This article is part of…
What Conway Twitty Taught Me About Agent Resilience
How the popular country music Artist, Conway Twitty, taught me a life-long lesson about Agent resilience…
15 Quiz Questions on Quality Assurance Management (Part 1)
We present 15 quiz questions on Quality Assurance Management in Customer Service and Contact Centers. This…
Good & Evil in Customer Experience — Why It’s Like a Marvel Movie
How oversimplifying CX into good vs. bad fails us in the real and nuanced world. This…
What Can I Do With My CCXP?
I answer the question: What can I do with my CCXP? This article is part of…
What Kind of Customer Experience Does Your Contact Center Deliver?
The Customer Experience your Contact Center delivers is not accidental — it is the direct result…
What We Learned About Conducting Mystery Shopper Research on Chatbots
We share what we learned about conducting Mystery Shopper research on Chatbots. This article is part…
What a Great Quality Assurance Professional Can Do
I share a story of what a great Quality Assurance Professional can do. This article is…
CX Lessons I Learned Judging Awards
I share CX lessons I learned judging Awards. This article is part ofour Life at Work…