You Don’t Know What You Don’t Know

Just because you don’t know how to do it doesn’t mean it can’t be done. Once you accept this, your possibilities become endless.

All too often we miss opportunities because we convince ourselves that things are impossible.  But impossible is just a box that we’ve wrapped around ourselves based on our current knowledge. What if you open your mind to new ideas?  Read More


Do You See What I See? Overcoming Complacency

Making change requires that you to be dissatisfied with the status quo. Unfortunately, people get conditioned over time to accept mediocrity, poor work practices and bad behavior. There’s a name for it: Complacency.

It is difficult to self-identify complacency in the workplace.  People tend to ‘accept’ that things are the way they are and move on. Or in some cases, because they can’t figure out how to provide better service or deliver better performance, they assume it can’t be done. Complacency is the biggest barrier to change and the strongest roadblock to achieving excellence.  Read More


One Question You Need to Ask Your Contact Center Outsource Partner

Many companies outsource their customer contact center and most have a robust selection process for picking their outsource partner. The process usually involves hundreds of hours reviewing metrics, operations data, infrastructure compatibility, financials, staffing, training and of course pricing options. There are a zillion questions that need to be asked and answered to make sure the outsourced center is the “right fit”.  But the one question that seldom gets asked that will make the biggest difference in delivering an exceptional customer experience is . . . Read More