Some of the most valuable assets in an organization are found in the contact center. The agent’s depth of knowledge and breadth of training equips them to serve the needs of external and internal customers. The agent’s role will be pivotal to organizational success when agents are both equipped and…
Several analogies can be made between healthcare and gardening. Landscapers know that to cultivate prize-winning lawns they have to pull a few weeds along the way. Some weeds are obvious and others are disguised with blooms that add color. How bad can they be? The flowering weeds can be the…
The grass will be greener on your side of the fence if you consistently and intentionally… • choose good seed (hire & realign the right people for the right role) • rain gratitude (sincere and frequent thank yous) • cultivate excellence (equip individuals to bring value) • delight in…