A chance conversation at my barber in Oakville turned into a real talk about managing people. Here’s how it started — and what I told him
I Went for a Haircut. Got Into a Leadership Conversation Read More »
I started writing about customer experience in 2007. I was managing a helpdesk in London, working longer hours than I should have, and trying to make sense of what I was learning on the job. I wrote to think. I published because I figured if I was confused about something, someone else probably was too.
What 19 Years of Support Leadership Actually Taught Me Read More »
Discover why exceptional customer service is crucial for business success. Learn proven strategies for customer retention from a veteran in technical support and CX
Keeping and Retaining your Customers – Why Exceptional Service Pays Read More »
Discover the essence of exceptional service from someone that has lived on the front lines for years. Understand what works and what doesn’t from an expert in customer success, leadership, and operational excellence.
The Mantra of Exceptional Service: Lessons from the Front Line 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 »
The business case for offshore support always looks clean on paper. The reality — built on a plane to Bangalore and through months of managing across time zones, cultural dynamics, and a DTMF routing system held together with discipline — is considerably more complicated. Here’s what the spreadsheet didn’t tell me.
What I Learned Building a 24/7 Offshore Support Team from Scratch 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 »
