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One Company's Take

How many business owners will strongly commit to providing better customer service in 2015? It's likely if customer service is on the list at all, it will be near the bottom -- that is until there's an enraged client meltdown! There's a reason for that state of affairs. Practicing good customer service requires a significant amount of emotional energy. read more
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It's an all-too familiar scenario: A frustrated customer left on hold for too long vows never to do business with that particular company again. As the phone call is terminated with a verbal burst of frustration, that customer you worked hard to acquire walks right out the door, with nary a look back. read more
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In mid-August 2014, a beloved Hollywood star took his own life in a bout of depression. The news proved shocking, because few realized Robin Williams was deeply depressed. Those who knew Williams reported he showed no signs of his inner torment. With over 30,000 suicides occurring in the U.S. each year... read more
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How would you like to be known in franchise circles as a franchisor noted for achieving the "most improved franchisees?" Rose Kuhnau attributed her New Orleans-based Smoothie King franchise turnaround to keeping the bigger picture at the forefront... read more
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Did you know unhappy cows produce less milk? "So what?" you might say. Well as it turns out people aren't so different. There's a definite link between productivity and the level of happiness among a company's employees... read more
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When a manager's plans are put into action oftentimes one major factor is overlooked: The emotional life of a worker. Whereas some business owners prefer a left-brained, logical approach to running a productive enterprise... read more
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When a Call Out is Due

May 29, 2014 6:36:00 AM

Motivation is a key component in a productive workplace. If it's handled incorrectly or put on the back burner, employee morale can take a plunge. Most people will drift, from the company's main focus. And... read more
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It's surprising how many assumptions are blithely made each day in the world of commerce with little evidence to back up those suppositions. One person who never shied aw... read more
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Tips to Increase Customer Retention

Mar 17, 2014 6:25:00 AM

You wooed those new customers, catered to those demanding clients and crossed your fingers that this would be the year your business kicked into high gear. Despite your efforts, your client rete... read more
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Video Training Packs a Punch!

Mar 12, 2014 6:21:00 AM

From cave walls to the advent of the papyrus scroll, the transmittal of information crept along at a snail's pace for centuries. Picture those cave men seated around a campfire, one telling... read more
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Three ways to boost engagement in the workplace You wooed those new customers, catered to those demanding clients and crossed your fingers that this would be the year your business kicked into high gear. Despite your efforts, your... read more
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Savvy business owners know keen competition can arise at any time, wooing your customers over to new products and services by dishing up top-notch customer service. Numerous surveys show that a... read more
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We're human, and we feel as well as think. Some of us do more of one than the other - and that's OK. In fact, this brings up a crucial point for employers. Th... read more
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Is Your New Crew in a Stew?

Jan 27, 2014 5:17:00 AM

As soon as you close the sale that's when the hard work really begins: Keeping the client happy. Unfortunately many a great sale often turns into the loss of a valued client who wasn't as hig... read more
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I Was Once Obsessed with Time

Sep 17, 2013 1:41:22 AM

I was once obsessed with time. Yeah, that’s right…me. The guy that everybody says is “so laid back” and has such a calming presence. Little do they know that I used to be so impatient that, as a kid, I didn’t want to wait to put my cereal in a bowl. Why couldn’t I just pour the milk into the cereal box; cut out the middle man? It made so much sense. When you’re done, just put the cereal box back in the fridge. Next morning just grab the box, and start chompin,’ Jack. No muss, no fuss…but mostly, no waiting. The reaction of cornflakes sitting in milk didn’t occur to me in those tender years. I was a kid on a mission. read more
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Welcome back, good people. Thanks for returning. Now, on with this cautionary tech tale. Back in the day, I was in a band, more like five or eight bands but that’s another story. So there we were in our favorite music store in Boston, E.U. Wurlitzer; dressed in our Rock & Roll fineries. We looked like a sleep deprived traveling circus troupe. read more
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Hi, my name is Leigh Gregory, and I’m a technoholic. My love affair with technology is complex, fickle and eternal. And you, friend, may be like me; addicted to the stuff. But I’m here to tell you, “Technology is Not Your Friend,” trust me. read more
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Like Business, Like Sports

Jun 17, 2013 10:31:00 AM

Okay, it’s a saga. I would like to write a book one day on the trials, tribulations, joys and triumphs of launching this company. But right now, I’m too busy. I’m so busy that I don’t even have time to blog. So until I find some time for a nice juicy blog, I intend to specialize in something that’s shorter than a blog entry but it’s longer than a tweet…let’s call it bleet. read more
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I’m a Sucker for a Process

Mar 17, 2013 2:31:00 PM

The dominant thought to ponder in my world at the moment is customer service. And hey, it’s not because our first product is Customer Service Intelligence®. Honestly. I think it’s because I’ve had quite a few well-meaning companies and freelancers (with great websites and slick marketing collateral) tell me about their amazing process and their great customer service.

Well, trouble is, you can’t see customer service on a piece of paper. You have to experience it. But you know what you can see on a piece of paper? A process. Yes. And there it is, right there on that web page with the pretty pictures…or on that glossy one-sheet. Look at it…it’s an amazing process! Look at all the official looking shapes and lines. I loves me some colorful circles, ovals, and rectangles; that’s some sturdy business geometry right there.

I like to follow the long arrows. The ones that angle back on themselves before darting off in purposeful directions that all but shout how precisely securely they “have your back.” Yep, that’s a process all right, profound yet, oddly incoherent…must be me. read more
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