Biographical Information

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