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IQPC Call Center Week – Winter Event Recap
I am on my 11th airport layover in the last 22 days and wrapping up three weeks of travel with less than 72 hours in
Coaching Versus Mentoring
Recently, I was asked to do some training for a group of first-time supervisors. The company wanted to focus on the skills and processes necessary
Four Ways to Build Trust
A well-planned publication can do more than communicate a message. An internal newsletter can further your company’s values and mission, create a sense of comradery,
3 Must-Knows of Customer Service and Gen X
The most important thing to know for successful Marketing & Customer Service is [Your Customer] and if Generation X is your target market then you
Four Benefits of an Internal Newsletter
You already know the importance of a sound internal communications plan for engaging and retaining top talent. What you may not know is how neatly
When Opportunity Knocks, Why Don’t We Answer?
I was reading one of my favorite authors recently and one of the characters said: “If you don’t go after what you want, you’ll never
Navigating All The Monkeys In Cloud Technology
As I write this, we are just finishing up a cloud-based contact center platform search with a client. I am once again reminded of the
The Difference Leaders Make – and Don’t Even Know It
I was with a client a few weeks ago, happily focused on designing a new IVR, when a young man approached me. He asked if
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