First Impressions

When I was growing up my teachers would tell us over and over again how important first impressions were. Of course, back then that meant brushing your teeth and making sure your shoes were on the right feet. Okay, maybe it was more than that but you get the picture,...

Your Team & Your Clients: Bridging The Gap

Your agents are smart, kind and skilled, but they may find themselves struggling with a particular organization or industry. Is this a problem? No. It’s an opportunity! The first step in helping an employee who is struggling (or dreading) a particular account is...

Ensure Accurate Message Taking

We work on politeness, we strive for efficiency, and we celebrate culture. But if the messages we take are not accurate, then sadly, none of that matters. Everyone in the organization, from the Customer Service Receptionists (CSRs) to the trainers, supervisors,...