If you caught the Google Pixel ad during the Super Bowl, you probably remember the heartwarming story of a dad preparing for a job interview. The ad showed him using his life experiences to answer tough questions, demonstrating how personal stories can make a big impact in interviews. It was a great reminder that preparation […]
How to Use ChatGPT to Crush Your Next Job Interview: A Step-by-Step Guide Read More »
In today’s competitive business landscape, leveraging artificial intelligence (AI) tools is no longer optional. Whether you run a small business, manage a team, or oversee complex projects, integrating AI into your workflow can streamline operations, boost productivity, and enhance collaboration. One standout tool in this arena is Notion AI, an AI-powered assistant seamlessly embedded within
Transform Your Business with Notion AI: The Ultimate Productivity Assistant Read More »
When it comes to job searching in today’s competitive market, you need every edge you can get. As someone who has navigated the job hunt more than once, I can tell you that optimizing your tools—specifically your resume and LinkedIn profile—can make all the difference. Having had to explain the process to my son recently,
Supercharge Your Job Search: Optimize Your Resume and LinkedIn for Success Read More »
In any project, miscommunication between business and technical teams can lead to misaligned goals, missed deadlines, and increased costs. Two vital documents—the Business Requirements Document (BRD) and the Technical Specification Document (Tech Spec)—play a key role in ensuring that all teams are aligned. These documents not only streamline project execution but also minimize risks. Recently,
Bridging the Gap: Implementing a Seamless BRD and Tech Spec Process Read More »
AHT is one of the most measured metrics in the contact centre. It’s also one of the most misapplied. Used correctly it’s an essential planning tool. Used as an individual agent target it quietly destroys your customer experience and demoralizes your team. Here’s the difference.
Average Handle Time: The Most Misused Metric in the Contact Centre Read More »
Most support leaders know their team’s average performance. Fewer know their team’s distribution — and the distribution is where the real management information lives. Here’s how to build a performance bell curve for your contact centre team and, more importantly, what to do with what you find.
How to Use Bell Curve Analysis to Understand and Improve Team Performance Read More »
Customer service is not about your company or your products. It’s measured by your customers. The organizations that get this right consistently do four things well: staff correctly, train deliberately, equip properly, and measure honestly. Here’s what each of those actually means in practice.
Building a Customer Service Operation That Actually Works — The Four Pillars Read More »
Every support leader has had this conversation: you’ve made the case for investment, and the CFO asks “what’s the return on this?” If you don’t have a crisp answer in financial terms — not CSAT points — you’re going to lose the budget. Here’s how to make the connection that gets CX investment funded.
The Business Case for CX: How to Get Leadership to Fund What Actually Matters Read More »
