Surprising Myths About Training Learned the Hard Way
Here’s a challenge a leader I know faced last year. Paul was head of a customer service team for a company that had recently launched a new line of products. Soon after the launch, it became clear that Paul’s team was struggling to provide the same high quality of customer service they normally provided for […]
Customer Service Teams: The Common Mistake That Leads to Underperformance
Authors’ note: this post is based on a hiring manager we know. We’ve changed all names and some telling details. If you’re trying to build a world-class team and you’re the head of a contact center, you’d think that you’d want to hire employees who are passionate about delighting customers. That’s what Sheryl, the new […]
