Month: October 2018

October 24, 2018

Greg Thomas

Social Media Customer Tribes

I was speaking on a panel a few ago about Social Media in the Contact Centres and whilst preparing I realized the gravity of the situation as Social Media is encroaching on voice call volume in the Contact Centre. If you don’t know the difference between a Social Media Interaction and a Customer Call in a Contact Centre, here it is. Voice: Customer calls in, works with an agent to resolve their issue, maybe it goes well, maybe it goes sideways, but only the customer and the agent know. Social Media: Customer posts an inquiry, every other customer who has

October 22, 2018

Greg Thomas

Nimble, Swift, Agile, Waterfall and River

Ways of doing things? Directions on going down the river? Here’s a secret – “It doesn’t matter what methodology you use.” You could deliver a project using Agile that someone might have used Waterfall to deliver that someone else might be coming up with their own homegrown solution. What matters is software being delivered, that makes sense and provides value. Start there, work backwards and figure out what your team needs to make it happen.

October 19, 2018

Greg Thomas

Code Your Way Out

Stuck on a problem you don’t understand? Code your way out. Not sure if you’re really happy where you are? Code your way out. Can’t get your phone to do what you want? Code your way out. Not sure how to level up your job? Code your way out. We live in an era where virtual training is no longer an “okay” option, it’s the hidden weapon to get you where you need to go for only $15.

October 18, 2018

Greg Thomas

The Demotion Promotion

So you’re not in the role you want to be in. Or maybe that promotion you fought so hard for you didn’t get. Maybe people are asking you to go into a different lane then you’re in now. Whatever it is – you’re not where you had wanted to be. But maybe it’s where you need to be to realize you should be somewhere else.

October 17, 2018

Greg Thomas

Don’t Let Your Team Stop You

Who said you had to do everything your team is doing? Who said you always had to fall in line? Who said it’s our way or the high way? You might be on a great team or maybe a bad one – whichever it is, it doesn’t matter – all that does matter is that they never hold you back. Never push you down when you try to reach higher. Never give up on you. Never stop you from trying to make them or you better. Change is inevitable, all it needs is a driver.

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