Category: Getting employee buy-in

Do you want parrots or people in your contact center?

Do you want parrots or people in your contact center?, a photo by Myra Golden on Flickr. Last October, after I delivered a wonderfully-received keynote in Orlando, I grabbed my camera bag, slipped out of […]

How to Get Buy-in and Create Ownership

When I was overseeing consumer affairs for an international car rental company, I struggled with getting my team to deliver the level of customer service our customers expected and deserved. One day I sat down […]