How Positive Feedback Influences The Bottom Line

Positive feedback matters. It makes a difference in employee morale and motivation. As someone in the…

An Introduction to Organizational Behaviour

I’ve spoken earlier about OB and how it is used within businesses, but I thought that…

How Leadership and Management Differ

We always have considered leadership and management to be similar things – most people can’t even…

How Help Desk Software Increases Your Customer Support ROI

If you want to invest in customer support software such as Freshdesk, you may be wondering…

DIDs and SIP Trunking for Dummies

With regard to real-time communications, there are two aspects that businesses focus on. They would like…

Management and Technical Problem Solving

Managers are often stuck in a very hard place. Organizations depend upon them for their ability…

What is Customer Journey Mapping and Why is it Important?

Most people have the wrong view of customer journey mapping, and that is why they get…

WHAT IS THE HARDEST THING ABOUT RUNNING A CALL CENTER?

Customer Service Customer Service – the simple explanation from Wikipedia (here) is that it is “… is the provision of…

Employee Attrition – What Can YOU Do To Reduce It?

Employees usually come and go and at some point, you can expect to lose a few…

How Storytelling Helps in Customer Service

Agents as the Organization’s Ears and Voice Call center representatives play the vital role of being…

Nine Commandments

Customer service is an integral part of our job and should not be seen as an…

The 5 Key Requirements of a Successful Project Manager

1. Be a Leader AND A Manager:  Leaders share and communicate a common vision (of some…