Dunn Tire LLC Background Dunn Tire is one of the largest retail and wholesale distributors of tires, tire equipment and wheels in the northeastern United States. Its headquarters are located at a distribution center in Buffalo, and it maintains three additional administrative distribution center “hubs” across New York and Pennsylvania. In addition, the company runs … Read more
Lou Fusz Auto Group Background In the world of auto sales, there’s no such thing as a ‘do over.’ “If we miss a call, or fail to respond to a customer query in a timely manner, that opportunity , is in essence, dead,” says Ted Stranz, general manager of Lou Fusz Auto Group, a large dealership … Read more
Law Office of Neil J. Greene Background A fast-paced and rapidly expanding law practice, the Law Office of Neil J. Greene is highly respected for its work serving the legal needs of clients in the healthcare provider sector. Reliable, seamless, and efficient communication with clients, attorneys, healthcare providers, and other stakeholders is an absolute necessity. … Read more
Sun Office Solutions Background Sun Office Solutions is an independent retailer of office products, technologies and services to businesses throughout the Denver region. The company’s single facility supports more than 45 users, including its Customer Care team of 10 agents who service all of the company’s customers. According to Robert Marchetti, director of information technology … Read more
What You Need to Consider When Bringing Generative Artificial Intelligence into Your Business As anyone who has clicked on a news site in the last 6 months knows, there’s a lot of hyperbole floating around the conversations about AI and ChatGPT. No, AI isn’t going to destroy humanity in the next 5 to 10 years, like … Read more
A Few Words of Caution In 2009, I found myself in the Philippines, on a mission to improve the performance of our contact center. While waiting for the elevator to arrive, my mind was already set on getting my second serving of the day of the delicious beef salpicao. I entered the lift and was … Read more
Create a Compelling Scorecard for Managers and Executives: What Are the Metrics That Truly Matter? Managers and Executives are responsible for structure. This structure, or system, is responsible for the default behavioral output of the individuals in that environment. At an office, this system is referred to as “culture”. A brief example of how systems … Read more
Create a Compelling Scorecard for Agents and Supervisors: People and Teams Act Differently When They’re Keeping Score Like most new marriages, early on in my relationship with my wife, we struggled. Our biggest fight? You guessed it, money. My wife loved a Dr. Pepper when her day was a bit stressful. Some days she’d even … Read more
Reading Between the Lines of Your Analytics to Actually Understand What’s Going On Do you remember the first time you had spicy food? For me I was in kindergarten; my mom had prepared my dad a burrito before his night out bowling. Our kitchen was quite 70’s chic, a split level where we could see … Read more
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