Have You Registered Yet?

Dear Subscriber, First Call Resolution:  Exceed Customer Expectations with Superior Service – Live Webinar October 4th 1 pm ET. Have you registered yet? For more information or to register go here right now. http://iccaevent.com/first_call_resolution2012.html...

Get Smarter: Ask This One Question*

Dear Subscriber, Following is a great article by Tom Searcy.  Enjoy. If you want your team to learn from experience, I encourage you to add this simple question to your conversations. My team has a not-so-inside joke about me. Here’s why they tease me: Whenever...

4 Ways to Discover Your Strengths*

Dear Subscriber, Following is a blog by Nadia Goodman.  Enjoy: Mad Men‘s Don Draper is exceptionally good at saving a deal gone sour. When a client dislikes an ad campaign, he can weave the perfect tale to change their minds. His storytelling ability is a gift...

First Call: October 4th Webinar

Dear Subscriber, First Call Resolution:  Exceed Customer Expectations with Superior Service – Live Webinar October 4th 1 pm ET. For information and to register go here right now. http://iccaevent.com/first_call_resolution2012.html First call resolution (one and...

What to Obsess Over*

Dear Subscriber, Great blog by Seth Godin: They use stopwatches at McDonald’s. They know, to the second, how long it should take to make a batch of fries. And they use spreadsheets, too, to whittle the price of each fry down by a hundredth of a cent if they can....

6 Steps to Getting More Stuff Done*

Dear Subscriber, The following article appeared in INC Magazine, HERDING GAZELLES by Karl Stark and Bill Stewart, August 31, 2012. Technology’s great, but it can distract us to the point where productivity suffers. Here’s how to minimize the disruptions....