Collaboration – Commitment to Action – Mutual Trust
Discover Card Ad, 100% U.S. Based Customer Service
About Discover It Card TV Commercial, ‘U.S. Based Customer Service’ A Discover card owner calls into customer service thinking an automated service is on the other end, only to be surprised that a living person is actually speaking to her. The operator tells her that she can access Discover’s US. based customer service at anytime. She then mimics a robotic voice and tells the caller that this is all a recording before telling her she’s teasing her.
How To Create A Culture Of Gratitude In The Workplace
With the holidays in full swing, it’s easy to think of reasons you’re grateful. But what happens when the lights come down, the Christmas trees sit discarded on the side of the road, and the New Year’s resolutions diets begin? Suddenly, it’s not so easy anymore. Instead, you’ve got an office full of employees with post-vacation blues.
The measure of good customer service is straightforward: At the end of it, you want people to like you.
“We’re actually trying to figure out how to get customers to call us more often,” says Tony Hsieh, chief executive of Zappos, which is legendary for being a customer-service operation that happens to sell shoes. “Our goal is by the time the customer gets off the phone, it’s like they’ve made a new friend.” Zappos CEO Tony Hsieh talks with WSJ’s Dennis Berman at the WSJDLive 2015 conference in Laguna Beach, Calif. about his company’s novel governance style.
A Tricky Little Customer Service Secret: Wowing Customers Can Turn Them Off
(If You Do It Wrong)
“Wow” customer service can be a huge win for any business, but you need to know how to do it right.
After you task your employees with delivering “wow” (which I define as “service that goes beyond fulfilling basic customer expectations, and does so in a creative, unexpected way”), you can get ready to enjoy the upsides of wow, but you also need to be on the alert against its misapplication, particularly by employees haven’t yet grasped the nuances involved.
5 Masterful Ways That People With Emotional Intelligence Avoid Drama and Conflict
In a recent report, top human resources officers revealed that emotional intelligence will be a required job skill by the year 2020. Coming in at number six was emotional intelligence, which surprisingly landed above more cognitive skills like “judgment and decision-making” and “negotiation.”
How to Write a Sincere Thank-You Note That Will Make People Smile
To craft a thoughtful and effective thank-you letter, follow this template.
You’ve just finished a big project and you want to express your gratitude to the people who put themselves out to make it a success. But our world these days is full of meaningless expressions of thanks. We’re thanked for our “patience” when we get stuck on hold, and for our “understanding” when our flights are canceled. How can you convey your thanks in a sincere way that the recipient will truly appreciate?
Mindfulness Is So 2017. This Is the Practice That Will Bring You Peace in 2018, According to a Psychologist
You’re never good enough, are you? Never happy enough, never relaxed enough.
And never, you know, sufficiently at one with the world, no matter how much you’ve been practicing mindfulness.
Surely you remember mindfulness. It’s the practice of being in the moment, rather than thinking about past or future.
Or, even worse, both. Yet mindfulness has its troubling aspects.
Do your employee medical files meet ADA privacy requirements?Contrary to popular belief, the most significant law for employers with regard to medical privacy is the Americans with Disabilities Act, not the Health Insurance Portability and Accountability Act.
Are you MIA? A 10-step algorithm for being present
MIA stands for missing in action, which is the way others can experience you when you’re too busy multi-tasking, being pulled at by the world and by everything that’s going on in your head and essentially when you’re too busy being busy.
I Took 250 Coffee Meetings in 400 Days. Here’s What I Learned About Networking
When I quit my job as an IT consultant and joined the technology startup community in Chicago, I didn’t know a single soul.
When I say that I didn’t know anyone, I mean it in the most literal sense. I didn’t know a single person.
It’s one of the toughest jobs in business — interpreting financial data about the enterprise.
If financial planning and analysis (FP&A) doesn’t make accurate forecasts, then strategy suffers. Company chief financial officers are charged with making make sure forecasts are right. With corporate capital finite, the impact of wrong bets can be big.
If You Prioritize Your 2018 Goals This Way, You’ll Reach Every Single One of Them
This is the time of year when it’s most natural to think, “Another year just went by. What happened?“
To effectively set goals for yourself, first you have to understand why you didn’t achieve the goals you had previously set.
Envisioning Leadership In The C-Suite Of The Future
On today’s business battleground, companies can’t afford to maintain the traditional, hierarchical leadership model that has prevailed for so many years. Delegating decision-making power to a small group of individuals at the very top requires slowing down the pace so leadership can carefully weigh options and strategize the best course for all stakeholders. In the current climate, time is a luxury competitive companies can’t afford to waste.
Maintaining a strong social network leads to slower cognitive decline among the elderly, a new Northwestern University study found — and we’re not talking about how many Facebook friends they have.
Close personal ties with friends and family members seem to be related to better memory retention, according to the latest findings of Northwestern University’s ongoing SuperAger study, which looks at people who are at least 80 years old but have the cognitive ability of people 20 to 30 years younger.
WozU announced Thursday the launch of a digital institute that aims to reprogram tech education and to inspire the next generation of innovators. And he wants to do it from Arizona. It will be called Woz U.
Here’s The Top Emotional Need of Employees (And Why You Should You Really Care)
Keep your work culture successful by knowing how to handle the top emotional need of employees. No helicopter leaders need read this (unless you want to change your tactics). I’ll get right to the bottom line. An employee’s primary emotional need is….. acceptance. Now you know. The big question is what do you do with this information.
How to leverage millennial employees to build brand culture
By now, you’ve most certainly heard that millennials have disrupted the consumer marketplace and set a new standard for how modern brands must think and behave. The workplace is no exception. Over the past decade, there’s been a boom in retiring Boomers (pun intended), and millennials are surpassing the oft-forgotten Generation X as the largest generation in the U.S. workforce.
Whenever I deliver keynotes on leadership topics, I make sure to touch on the most important aspect that a leader needs to become truly exceptional: valuing his or her people. If that has triggered your own thinking about whether your employees are truly valued, there are proven ways you can raise your own leadership bar. Here are four:
Dealing with difficult people is, well, difficult. All the mind tricks and self-restraint in the world can’t make it pleasant. But there are degrees of torture. There’s a difference between letting their negativity seep into your entire day, driving up your own stress and causing a whole host of horrible mental and physical health outcomes, and just being momentarily annoyed before moving on.
Telehealth — or connected health, as some call it — takes different forms depending on the provider organization and their strategy. The primary driver may be extending geographic reach by providing telehealth services to rural areas. Or it may be largely a focus on consumer engagement.
Why Cybersecurity Should Be A No. 1 Business Priority…
Last year was terrible for corporate victims of cyberattacks, with many large organizations making headlines over reports of major breaches. Ransomware attacks quadrupled to 4,000 per day from 2015 to 2016.
Why is it that in the moments that matter most — we spend the least amount of resources and effort to take care of our customers? It’s this lack of self-awareness that will be the demise of the world’s biggest companies. The bigger the company gets, the harder it seems to be to create one experience for all customers. However shouldn’t it be easier for bigger companies to create compelling customer experiences because they have more resources to do so?
When we better understand what someone is actually looking to get out of a conversation we save time and facilitate better outcomes. Read the article and then contact a Newbridge consultant to get communication awareness in your next contact center technology conversation!
Insightful ICO? Telecom Giant Telenor Wants to Disrupt Media with Tokens
A product within telecommunications giant Telenor is hoping the technology behind initial coin offerings (ICOs) can help it disrupt the media business model.
Central to the Norway-based firm’s exploration of the tech is its partnership with data distribution startup Hubii, which launched an ICO this week using the ethereum blockchain.
City of Austin sues Texas over massive new telecom bill
AUSTIN (KXAN) – The City of Austin sued the State of Texas in Federal Court over its massive new telecommunications law, SB 1004, which takes effect Sept. 1. This year, lawmakers decided to take away much of city’s power to regulate the installation of cell service and wireless internet, and the City of Austin wants to go to court.
At These Startups, HR Comes Before the Ping-Pong Tables
Rather than scale hastily, a handful of tech firms focus on getting office culture right—the first time. BUT- Office culture can also include the contact center technology your agents are using. If it’s outdated, complicated or lacking in the tools and resources needed for your agents to be effective, then your company culture can suffer.
Article in the Atlanta Business Journal provides some good insight on how business leaders can overcome their biggest challenge: aligning employees to get the right things done, by sorting through all their tasks to know which ones have the biggest impact on their company’s objectives. When it comes to your company’s technology decisions, are you all moving in the same direction?
Work keeps nearly half of workers up at night, according to a new CareerBuilder survey.
One in four workers feel they do not get enough sleep at night, and 60 percent of all workers say that a lack of sleep has negatively impacted their work — from making workers less productive (25 percent) to making them resent their jobs (8 percent).
How to overcome challenges in moving to a cloud-centric network
Ecosystems, APIs, open source software, agile development, COTS servers, programmable network; these are some of the attributes of the cloud that service providers plan to leverage by using technologies such as software-defined networking (SDN) and network functions virtualization (NFV). Service providers plan to move from closed appliances to open servers and software components.