Someone asked the other day if we thought they should hold their call center supervisors accountable for the performance of their teams. This is a complicated question. Poor team performance can be due to a number of issues: The agents don't have the knowledge or skills required to perform the job. The agents can perform the job, […]
I saw an inspiring movie this evening about a young woman who feels stuck in an unrewarding job and decides to cook her way through Julia Child’s “Mastering the Art of French Cooking” and blog about it. It made me want to find my mother’s copy of Julia’s masterpiece, break out the butter, dig out […]
We're an Alltop blog, and regularly contribute to The Customer Collective and CustomerThink.