June 5, 2017

Managing emotions is the defining factor in client service. Getting the work done is paramount, but when a client is angry, confused, or lost, it’s the client service representatives’ ability to guide the client through these emotions that ultimately decides whether or...

March 1, 2017

The way to address employee engagement, culture change, staff attrition and retention, customer centricity, change, and even innovation, is to focus on people’s humanity and connect with them as people first.

October 18, 2016

In developmental psychology, there is a well-known experiment called the “false-belief test.” In this experiment, an audience of three and four-year-old children are asked to watch a play. In the play, a girl named Sally walks onto the stage pushing a stroller with a d...

October 18, 2016

As is usually my routine on a Saturday morning, this past weekend I arrived at my local coffee drive-through to pick up my double-double. I pulled up to the speaker, placed my order and then proceeded to the pick-up and payment window. There the cashier was ready and w...

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Are Call Centre Agents Becoming Call Centre Robots?

June 5, 2017

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