Joanna Jones

Four Performance Metrics to Improve your Call Center

Call cen­ters are at the core of the cus­tomer expe­ri­ence and are often under con­stant scrutiny from the pub­lic and indus­try to ensure a...

A Day in the Life of a Customer-Facing Tech-Support Agent

I’m a client-facing tech sup­port agent for a soft­ware com­pany. In a nut­shell, my job con­sists of going to client’s offices, diag­nos­ing prob­lems, solv­ing...

The Don’t List of Customer Service: How to Avoid Comcast’s Mistakes

The Com­cast customer-service call that went viral last week is still light­ing up the inter­net. The call, which a cus­tomer recorded, cap­tures a frus­trat­ing...

How Improving Company Culture Can Change Employee Behavior

If you are in man­age­ment, you are tasked with the never-ending job of coach­ing employ­ees, guid­ing their behav­ior, and help­ing employ­ees per­form their best....

In Honor of July 4th: Top 4 Call Center Management Tools

July 4th seem like an appro­pri­ate time to bring out a top 4 list. This week, we’ll be explor­ing the top 4 man­age­ment tools...

Customer Service Tip of the Day: How to Master Email Etiquette for Business

Email in the busi­ness world unfor­tu­nately gets over­looked in cus­tomer ser­vice train­ing courses these days – in fact, it’s almost seen as passé. It’s...

How to Improve the Customer Experience with Your Omni-Channel Strategy

In cus­tomer ser­vice, you often have to put your­self in your cus­tomers’ shoes and visu­al­ize their expe­ri­ence so that you can under­stand where there...

Service Training Reinforcement: How to Make Training Lessons Stick

A well-trained employee can make all the dif­fer­ence when it comes to cus­tomer ser­vice and how the employee deals with cus­tomer esca­la­tions, solves cus­tomer...

Reduce Employee Turnover with These Tips

If one of your goals this year is to reduce employee turnover, you’re not alone. Employee turnover is costly, aggra­vat­ing, time-consuming, and it erodes...

The Who’s, When’s, and Where’s of Asking for Referrals

Ask­ing for refer­rals and actu­ally get­ting suc­cess­ful refer­rals are two sep­a­rate things. If you are rely­ing on your cus­tomers to tell oth­ers about your...

Digital Learning Day: Why eLearning Should Be A Part of Your Telesales Training Program

Tele­sales can be an intense envi­ron­ment, and tele­sales teams are often on the move, in and out of the office. Ask­ing your team to...

A New Year and New Employees: Best Practice Hiring Tips for Your Call Center

If you work as a call cen­ter man­ager or exec­u­tive, hir­ing new call cen­ter employ­ees, unfor­tu­nately, tends to be a fre­quent activ­ity. In an...

New Year… New Employee Training Tips for Field Service Technicians

A well-trained field ser­vice team is the face of a com­pany. When a tech­ni­cian arrives at a busi­ness or res­i­dence for trou­bleshoot­ing and repair,...

What Great Management Skills Do Top Leaders Have in Common?

If you peruse through the busi­ness sec­tion of any book­store, or if you hap­pen to be brows­ing the best­seller book titles at the air­port...

Making Our List

If you are around kids at all dur­ing the hol­i­days, you may be notic­ing their lists being made for Santa. This got us think­ing...

Learn the Top Customer Service Skills Used at Amazon.com

Amazon.com's rise to a $75 billion/year com­pany did not hap­pen acci­den­tally. At the helm, CEO Jeff Bezos has strate­gi­cally crafted his cus­tomer ser­vice prac­tices,...

Live Chat and Technical Support: Make it Work with These 5 Tips

Using live chat to assist cus­tomers with tech­ni­cal sup­port issues may sound like a thorny com­bi­na­tion, espe­cially if you have a com­plex prod­uct or...

5 Ways to Make Your Customer Service Really Shine this Holiday Season

Hal­loween was just here – pump­kins still grace doorsteps, and the leaves are falling – yet step into a retail store, and you're likely...

How Organizational Psychology Can Help Your Call Center Coaching Program

There is a rea­son why orga­ni­za­tional psy­chol­o­gists are often called in to help com­pa­nies restruc­ture work flows, advise on coach­ing prac­tices, and develop plans...

Top Soft Skills Training Tips that will Propel Your Career

Here's a pop quiz for all of you who are won­der­ing what skills will be required to advance quickly in your career: Name the top...

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