salesforce

S6E1 Surveys

Do you receive a survey after just about every interaction with a business? Does it drive you mad? Make you hit “delete”? Watch this video for some ideas on how to run voice surveys on the phone that deliver real…

Salesforce Partner Spotlight: NameCoach

This week’s Partner Spotlight is a very special edition that is extremely relevant to all of us today and is a bit different from our past Spotlights. While NameCoach covers a bit of COVID-19, they heavily focus their discussion on…

S5E8 War Games

War Games. What do these have to do with cloud contact centres? Watch this video to understand what best practice looks like when it comes to preparing for the worst that can happen. Train hard. Fight easy.

S5E7 The K Number

In this video I share my thoughts on the future, and three strategies to deal with some of the personal issues many of us face right now: “The Box”; “Care but Don’t Worry”; and “The K Number”. If you liked…

S5E6 Coaching

Would you like to understand how a “whisper” could solve your problem of how to train and prepare your new agents if you don’t even get to meet them? This short video explains how to prepare and coach your new…

S5E5 Meetings

We’re all on video conference calls and the HIPPO is in its perfect environment. And I am angry about this. Watch this video for a simple idea on how to address the issue of the Highest Paid Person’s Opinion and…