A Cure for the Overloaded Workforce: Capacity Planning

Jerry Manas discusses Human Resources Capacity Planning

You wouldn’t expect a book called the Resource Management And Capacity Planning Handbook to be high on the reading list of someone interested in customer experience improvement. You’d be wrong though. Because if your employees are chronically overloaded, they won’t …Continue Reading →

10 Steps To Improving Staff Morale, Quality & Profits

Tema Frank & Marcie Kiziak check out the artistry on the shop floor, where staff morale has turned around

Human Resources Vice President, Marcie Kiziak, got a chance to test out her HR theories on how to improve staff morale and turn around a dysfunctional workplace. She was thrown into an industrial coatings company as an interim Operations VP …Continue Reading →

Have You Felt The Pain Of A Change Management Program From Hell?

Change Management is Hard!

Change Management Sucks At least, that’s what most employees seem to think. So do a lot of their leaders. Get your FREE Transcript Now! Hardly surprising, when 70% of change management efforts fail. And yet, change is happening in every industry …Continue Reading →

Does Your Company Feel Out of Control?

You May Be A Victim of The Growth Paradox: When Business Success Creates Failure Congratulations! That little company you’ve slaved over is hitting the big-time. You are grabbing new customers like crazy. Everything looks great. But… There could be a …Continue Reading →

Don’t Make This Customer Experience Metrics Mistake!

Lynn Hunsaker, ClearAction customer experience

Are you sick of having customer service employees beg you to give them a perfect 10 in the follow-up surveys? I kind of feel sorry for them: they tell you that if they don’t get a 10 they’ll be penalized. …Continue Reading →

Want More Loyal Customers? Start By Helping Your Suppliers!

Loyal Customers Come from Great Suppliers: A challenge in the home building business

When customer experience experts talk about creating loyal customers we often start by telling you to figure out what your customers’ needs and wants are. Next, we tell you to look at how you are treating your staff. But there’s another component that’s …Continue Reading →

Wish Your Staff Were More Productive? Here Are Some Tips You Might Not Have Thought Of

Lori Schmidt, CEO of GoProductivity sees the link between higher productivity and better customer experiences

When I talk to leaders of manufacturing and construction companies about improving customer experience, I often hear one of two things: We are so damned busy, why would I waste time and money on trying to get even more customers? We …Continue Reading →

How To Do More Great Work in Your Company

MIchael Bungay Stanier, author of Do More Great Work

Ever Feel Like You Are Spinning Your Wheels? It’s a feeling I know all too well.  I’m always struggling to get more done, and especially more of the important things that will move my business forward. So I was thrilled …Continue Reading →

How to Convince Top Execs That Your Call Center Is Worth It

Your call center staff "are human beings who are interacting with your prospects and customers"

Customers’ top 3 call center irritants, according to Ameyo Callversations, are: The “IVR Abyss” Long holding times Agents who cannot resolve the issue Today’s interview guest, Jim Rembach, of Beyond Morale and Customer Relationship Metrics (www.metrics.net), and host of the Fast Leader …Continue Reading →

Are You O-Positive? Cool Tool For Employee Engagement & Customer Service Ideas

The other day I went for coffee with a very frustrated marketer. She had been hired by a manufacturing company that claimed they had decided it was time to invest in marketing. Unfortunately, they didn’t really mean it. She’s been stymied …Continue Reading →