What's it all about?
If you're like me, a training professional (coach, expert, analyst, or trainer in the call center industry), you know that the web is chockablock full of articles about customer service. What's lacking is practical, concrete advice from professionals who've been there--advice you can use now. That's not to say that the "big picture" advice from the boldface names or the inspirational overviews aren't helpful-- they are!
But when you're trying to find out how to deal with classrooms full of broken, about- to- break, and beyond- hope equipment, how to work with other cultures as an ex- pat in a new country and a new environment, how to craft a really great email blast with only the most basic tools...well, let's face facts: answers.com or a quick Google search isn't going to cut it.
I started this blog as a tool for people like me: training and coaching pros in the call center business. The plan is to feature real stories, advice, and inspiration from the people who've been there, done that, and come out the other side still swinging.
I plan to feature guest bloggers from different geos (I've got South America, Egypt, and the UK on tap so far) so that wherever you are, there's content mapped just for you and your needs.
I'm also including "The Noob Guide"-- something I dearly wish I'd had myself when I landed in the Philippines 3 years ago with little more than a week's notice and a vague action plan from a very overburded boss. Whether you're new to the country, industry, or the field, there'll be something for you to help you settle in and get your sea legs.
I'll be using Twitter to engage with my customers-- you!--- to find out what content you really want to see, to hear your stories and suggestions, and to alert you to new tips, articles, and ideas as they spring up!
Expect real stories, real solutions, and real results. School's in session--let's get started!
