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Nov 28, 2018

Jim Kowalczyk joins us and shares the importance of testing before implementing new processes:"I'm a big fan of trying to build things in an environment. Proof of concept to see if it actually works before we charge down the path and have IT start to build a large enterprise-wide solution."

Nov 21, 2018

Deb Denure highlights some crucial techniques that are implemented within her team: "One of those foundational principles that we teach and that we transfer is this notion of a purposeful pause and to take sort of a little brain break so we can refocus and help gather or gain the next steps or gain momentum, what to...

Nov 14, 2018

Cory Kreeck shares some advice on how to handle escalated calls effectively: "If you've got a situation where it is escalating, view that as an opportunity to learn how you might have better helped that customer. And then as a second course, be prepared to acknowledge it might not have been about you."

Nov 7, 2018

Greg Marion shows us the potential of creating a proper customer experience:I" think customer experience techniques can unleash innovation and new growth. So the experience strategy to me is applying some of the same skills of the Double Diamond approaches and real empathy with the customer and new ways of...