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Your Service is Great. But, Do You Want My Business?
I recently relocated from the East Coast to the West Coast and began my search for a new bank. ...
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Above and Beyond
I would like to tell you about one of the best service experiences I received in recent memory. It...
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Protecting Call Center Reps from Caller Abuse
To preserve morale in their call centers, bankers need to train their reps to handle caller abuse. . BY EDWARD...
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Don’t Interrupt Me When I’m Interrupting You
Today’s workplace has changed dramatically, especially since the economic downturn of 2008. The ongoing recovery has created a work...
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Which Was the “ME” Generation?
I recently did some research on the various generations living within the United States, from what are called “Silents”...
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The Behavioural Campaign
The best way to describe a behavioural campaign (that shines a light on behaviours) is to think of a...
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Five Traits of Top-Performing Contact Centers
Successful contact centers speak the same language, according to our conversations with contact center directors around the globe. I...
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Motivation: Sometimes One Sentence Is Enough…
A few years ago on a Sunday morning I went into the forest for a walk. From the opposite...
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Why Do Human Beings Need New ‘Tools’?
Lately I have been working on a reinforcement initiative with one of my clients. We have trained their employees...
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