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3 Keys to Customer Service in Supply Chain Hell

  • November 9, 2021
The breadth and intensity of our current global supply chain disruption is unprecedented. At the same time, it’s certainly not the first time we have assisted clients in navigating market and supply chain turmoil. Here are three keys to consider.
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You are Not Your Customer

  • March 10, 2020

Our Intelligentics team was recently coaching a client's customer service agent for the first time. She exemplified one of the common struggles we encounter in our assessment and coaching of front-line agents. She thought that her customers were just like her. Most people don't stop to realize it, but we all tend to let our egos assume that we are…

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5 Ideas for Putting the Conversation in Your Coaching

  • September 12, 2019

I was sitting in the corner of a small conference room as the supervisor started their call coaching session with a CSR. The supervisor cut right to the chase, playing the call in question. I sat and listened. It was a decent call. Sure, there were a few little things that needed to be addressed, but it wasn’t bad at…

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