Articles for Garrison Wynn
Why Customer Service Is Getting Weird, and What You Can Do About It
Frustrated customers want to be listened to. But that culture of engagement doesn't just happen.
Customer Service Is Risky Business
Making your customers feel safe creates long-term loyalty
Employee Satisfaction Is Worthless
The key to motivating today's workforce? It's not making sure they're satisfied.
Wake Up and Smell the Data
How the truth became irrelevant, and what we can do about it
Why No One Wants the Job You’re Offering
Amazingly, we have more jobs than we have people to fill them. What is happening?
Does AI's ROI Mean Humans Are SOL?
OMG, no! They need each other to do their best work
Are You Prepared to Parent Your New Young Hires?
Younger workers need to learn how to handle customers—and how to handle themselves
Heroes and Cowards (and Contact Center Agents) Feel the Same Fear
But the actions they take are what separate them.
Freaking Out Over Customers Is Not a Lifestyle
Get real about the false foundation of stress
How the Millennial Mind-Set Could Affect the Workforce—for the Better
Can we achieve more by working less?
Do Your Call Center Agents Think They Have a Good Job?
Engaged workers will feel connected to the bigger picture
The Call Center: Talk About Issues!
Three observations on keeping—and cultivating—agent talent