Buried Treasure
Discovering the Hidden
Value of Your Digital
Wallboards
By Edward G. Brown
and Johanna Lubahn
Cohen Brown Management Group, Inc.
Call Center Cinderella
Is Your “Biggest Branch”
Your Best-Kept
Secret?
By Edward G. Brown
and Johanna Lubahn
Cohen Brown Management Group, Inc.
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.
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.
Making Time,Literally
1
1
By Edward G. Brown
Cohen Brown Management Group, Inc.
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.
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.
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.