Too Hard On The Big Guys?
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...
Tools (Using Them, Not Being One)
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...
Being Nice IS a Differentiator
In a previous blog post, we talked about the concept: serve first. The first component was customer service. Today? We talk about saying...
Serve First
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:...
Tech vs. Touch
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...
Explain It Simply
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...
The Heart Attack Moment
(Editor’s note: Heart disease is a serious issue. This content by no means trivializes the impacts heart disease has on individuals and...
Your Big Ol' But is Getting In The Way
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....
Contact Center: Challenges
Some powerful numbers to think about from the 2015 Global Contact Centre Benchmarking Summary Report: -The following did not exist 10...
Contact Center: Agnostic
“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...
