Agent Engagement

 

Potbelly Empowers its Employees, Makes Customers Hungry for More

Contributor: Brian Cantor
Posted: 10/21/2014

Potbelly Empowers its Employees, Makes Customers Hungry for More - Brian Cantor

A simple formula for success, the employee’s behavior is disappointingly rare within the customer service community. Few agents can be bothered to recognize a customer’s frustration. Even fewer can be vexed to empathize with that frustration. Fewer, still, allow that empathy to drive action. Full Article »


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Command and Control in Governmental Contact Centers

Contributor: Tripp Babbitt
Posted: 5/20/2010


Command and Control in Governmental Contact Centers - Tripp Babbitt

In an attempt to keep in touch with the world I ran across an article in the Wall Street Journal. Full Column »


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