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February 3, 2017

Our last few blog posts have been about us and how we’re different than the “big guys.” Some people have written in to say that we’re being “too hard on the big guys.”

Fair point. The big guys didn’t get big on accident. They must have been doing something right to get...

December 19, 2016

We’re talking about tools today as part of our Serve First series. In the last post, we covered how over-utilizing our people resources leads to an IT department that says, “No,” and doesn’t have time to be nice. 

We have to find ways to create time without...

December 5, 2016

In a previous blog post, we talked about the concept: serve first. The first component was customer service. Today? We talk about saying yes and being nice (the two go hand-in-hand). 

Think about the last interaction you had as a customer. How did it go? I have an exa...

November 21, 2016

Serve first. It’s one of our most important mottos. However, there’s a lot to serve first, so let’s tackle the most obvious first: customer service. 

IT has historically poor reputations when it comes to customer service. But they also get failing grades around the wa...

November 7, 2016

One of the biggest challenges we face in technology today is technologists tend to focus on the what or the how, and not the why. Or, put another way: we focus on the tech not the touch. 

What is this “touch” we mention? Some call it playing politics; we lik...

August 22, 2016

There’s an old saying that goes: “If you can’t explain it simply, you don’t understand it well enough.” This definitely rings true for technology today! 

Have you ever met with a vendor and needed a thesaurus to translate what they were saying? Us, too. For whatever r...

August 9, 2016

(Editor’s note: Heart disease is a serious issue. This content by no means trivializes the impacts heart disease has on individuals and families. Also note, the below is not intended to serve as medical advice.)

The Centers for Disease Control and Prevention (CDC) rep...

August 8, 2016

We’re probably dating ourselves in referencing LL Cool J’s song, and, no– that’s not a typo. Your but (one ‘t’) is getting in the way. What do we mean? IT is often seen as the department of ‘no.’ 

It’s not that we’re actually saying ‘no’ to every request– so...

April 6, 2016

Some powerful numbers to think about from the 2015 Global Contact Centre Benchmarking Summary Report:

-The following did not exist 10 years ago: web chats, smart phone apps, social media, and the volume of email there is today.

-Thirty-five perfect of all interactions to...

April 5, 2016

“Print is dead.” 

While we’ve heard that for years, it’s too simplistic. Some print is dying. Newsprint, as an example. The ability of digital platforms to immediately deliver news has caused that medium to transform. 

What’s really happening to content is that most peop...

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