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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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How Mystery Shopping Can Help You to Feel the Customer’s Experience
I am a true believer in learning by observing the “real” world. That is why, last week, I spent...
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They Dress Up for Work Now
Confidence is a funny thing; it affects people in different and unexpected ways. For a client call center, I...
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Are Your People Robots or People?
I am an on-line shopper out of necessity. I really like to go “shopping” into stores and malls, but...
Posts tagged with ‘Cohen Brown Management Group’
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