Identifying communication styles for better self-awareness and understanding

You probably already know whether you are an introvert or extrovert, your preferred love language, and what Harry Potter house you would belong to,…

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Active listening is more than just a soft skill

With distractions all around us, it is no surprise that many people struggle to remain focused and actively listen to conversations at hand. In fact,…

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Assessing the Impact of an Effortless Experience

We’re delighted and honored to share our silver Stevie Award for being one of the Customer Service Training Teams of the Year! I’ve decided to share…

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To Stand or Not To Stand

I finally did it. After talking about it for over a year, I finally invested in a standing desk. What is the new saying? Sitting is the new smoking?…

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What Your Customers Want . . . TODAY

FACT: We all feel different as customers today than we did two years ago. Personally, my patience is thinner than ever, and it makes sense when we…

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The Worst Question a Service Rep Can Ask

Portions of the following blog are excerpts from our book, The Effortless Experience That title probably caught your attention, so without making…

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Customer Service: Greasing the Wheels of Wallet Spend

Last year, I had a bad customer service experience. It was a months-long struggle to receive a refund on a very beautiful and very broken chandelier.…

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Crawl, Walk, Run Customer Service

A close cousin of the statement that “doctors make the worst patients” might be that “customer service professionals make the worst customers.”  I…

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A Factory of Sadness

Years ago, back in our CEB days, we used to share a slide that labeled the contact center a “Factory of Sadness.”  It resulted in nervous laughs…

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How to avoid the Great Resignation with Good Engagement

In Gartner’s recent 2021 Customer Service Rep Role and Experience Survey, data shows that only one in three reps are actually engaged; the remaining…

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