Category: Leadership & Agent Management

Five Questions to Ask When Vetting New Customer Service Agents

Making new hires—particularly in the middle of a global pandemic—isn’t easy. You know that your customer service agents need to wear a lot of different hats while serving a wide variety of clients. They help with the ongoing growth of your company by making sure customers are satisfied and turning them from one-time buyers into […]

How to Effectively Manage Customer Feedback Across Your Team

Every business owner knows that customer feedback is important for a company’s success. The relationship between the customer and the customer service representative can make or break a sale, and if you multiply that across hundreds, thousands, or millions of customers, you start to see the importance of high-quality customer service. But you won’t know […]

Agent

Agents Face New Challenges Amid Pandemic

In a previous article, we reported on Shep Hyken’s opening keynote at our virtual roundtable event Customer Contact Now. At this event, customer contact leaders, vendors, and experts came together to discuss the state of customer support and how leaders can help their agents succeed.

Develop these 5 Skills to Foster Innovation

At our company, one of our core values is innovation. We believe creativity and progressive thinking are critical to our success. I happen to share the opinion of former Ford CEO Mark Fields, who said, “Without innovation, I strongly believe companies die over time.”

A Beginner’s Guide to Finding Your Work Passion

This edition of The Oswald Letter is a guest post from Elizabeth Petersen, Project Director for Simplify Compliance. I’ve recently started reading Reddit semiregularly, and one of my most-visited subreddits is r/careerguidance. While the questions submitted range from the very specific (“I’m a history major with two years of work experience at a museum. What […]

Leading, Unofficially

This edition of The Oswald Letter is a guest post from Elizabeth Petersen, Project Director for Simplify Compliance. For most of us, the path to becoming a leader starts years before an official leadership title and a team of employees are granted.