White Papers

Cohen Brown Management Group

Buried Treasure

Buried Treasure

Discovering the Hidden
Value of Your Digital
Wallboards

By Edward G. Brown
and Johanna Lubahn
Cohen Brown Management Group, Inc.

Download White Paper

Call Center Cinderella

Call Center Cinderella

Is Your “Biggest Branch”
Your Best-Kept
Secret?

By Edward G. Brown
and Johanna Lubahn
Cohen Brown Management Group, Inc.

Download White Paper

Call Center Cinderella II

Call Center Cinderella

The Missing Slipper: Essential Arts and Skills for Great Customer Conversations

By Edward G. Brown
and Johanna Lubahn
Cohen Brown Management Group, Inc.

Download White Paper

Fear at the Front Line

Fear at the Front Line

How to Hold the Customer Conversation When the Customer Is Unhappy

By Edward G. Brown
Cohen Brown Management Group, Inc.

Download White Paper

Making Time, Literally

Making Time,Literally

1

1

By Edward G. Brown
Cohen Brown Management Group, Inc.

Download White Paper

Rushed-top

Rushed, Routine, and Robotic

Contact Center Directors: Be Careful What You Ask For

By Johanna Lubahn and Edward G. Brown
Cohen Brown Management Group, Inc.

Download White Paper

Taking Root

How the Failure to Embed Trained Behaviors Wastes Time, Money, and People…
and What You Can Do About It

By Edward G. Brown and James W. Bywater
Cohen Brown Management Group, Inc.

Download White Paper

The Fear Factor at Work

Read how a research initiative on resistance to change turned into recommendations on how to lead people to do more than they believed possible of themselves.

By Johanna Lubahn
Cohen Brown Management Group, Inc.

Download White Paper