Nominate Someone Special Today!
Filed under: Engagement, Management, People, Relational Leadership
If you are a leader in a call center or support center, here is a great opportunity to recognize your top agents for their work with customers. ICMI (International Customer Management Institute) has an annual program to recognize top agents - The Spirit of Service Awards. I had the great opportunity to speak at the 2008 online awards banquet and will again this year be speaking to the participants. You can find out more about the nomination process by clicking here SPIRIT AWARDS.
1to1 Magazine - Great free resource!
If you do not get 1to1 Magazine, you should. Here is a link to the online version for this month: click here and here is a place where you can sign-up for a free digital subscription: click here. Great articles and case studies about improving the customer experience!
Drop Your Tools
Sorry for the lack of posts lately. A busy consultant, trainer and speaker is a happy one. It seems that organizations are renewing their commitment to customer service by spending again to train employees and focus on customers. So, I am busy and happy!
I just finished a rather in-depth article recommended by a friend and written Karl Weick in 1996 in the Administrative Science Quarterly. For those of you looking for a quick read, this is not the one to choose. But if you looking for insight into organizational change and the need for employees to adapt to that change, I think it will be worth your time.
The essay focuses on, “Dropping one’s tools as a proxy for unlearning, for adaptation, and for flexibility. It compares organizational change in today’s world to the decisions that fireman make when they refuse to drop their tools when trying to escape an fire. It declares that the very unwillingness of people to drop their tools is the reason some of these dramas turn into organizational tragedies.”
Feel free to comment – your perspectives are always welcomed….
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Bob Furniss
As founder and President of Touchpoint Associates, Inc., Bob Furniss has more than 25 years of experience in the customer service field - assisting organizations to increase productivity and profits by bringing out the best in their people. He has shared his experience in the areas of leadership and service with some of the top companies in America - companies like FedEx, Corporate Express, DePaul University, Delta Airlines, Hanley Wood and more.
Click here to email me direct -
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