Random Ramblings
Greg Levin: My Brother-From-Another-Mother
Do you guys know about Greg Levin? If not, you should. I think he’s the only other person on the planet who (like me) writes songs about contact centers. Not only does Greg have a knack for writing irreverent-yet-relevant information on all kinds of contact center topics, his song parodies are absolutely HILARIOUS!!! Some of [...]
Reverse Customer Appreciation (What a Concept!)
I don’t know whether he coined the term, but the popular Consumer Warrior, Clark Howard, frequently refers to contact centers as “Customer-No-Service.” We all have our horror stories of waiting forever to get a hold of a live person only to be transferred and, in many times, disconnected before we ever get our issue resolved. Having [...]
Workforce Managers of the World Unite at the 2012 SWPP Conference
“Managing workforce at your call center takes everything you’ve got. Agents are always mad at you and the service level’s shot. Wouldn’t you like to get away….? Sometimes you want to go where everybody knows your pain, And they’re always glad you came. You wanna be where you can see, our troubles are all the same [...]
WISE READ- Lifehacker: The Guide to Working Smarter, Faster and Better
Whether you consider yourself to be high-tech, low-tech or no-tech, this book is guaranteed to teach you something you didn’t know about how to more effectively use your tools and, ultimately, your time. One would think that those of us who make a living focusing on the productivity of others would be experts when it [...]
Wise Workforce Strategies Goes to New York City
New York City has always been one of my all-time favorite destinations. Even as a little girl, I would pack my suitcase and tell my parents that I was going to “Yew Nork” (isn’t that cute!). Well, this past weekend I packed my suitcase and told my husband the same thing. I’ve had the good [...]
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