Articles for category: Drive

September 24, 2019

Greg Thomas

Same Service Everywhere

The temptation to support customers across all medias is seducing. Voice, Chat, Email, Facebook, Twitter, Instagram, YouTube, the list goes on and on and is growing every day. One rule to ensure you’re doing it right, is ensuring you’re providing the same level of service across all platforms so your customers have a unified experience when talking with your agents. This means when I call in on Facebook with my case id from a voice call, they can look up the interaction, see what happened and give me an update. The below is a great example of a chat conversation

September 20, 2019

Greg Thomas

Don’t Binge Your Project

TV used to create tension. Each week you’d finish watching what was on the TV and have to WAIT until the next week to see what happened (and God forbid a rerun was inserted in there to prolong your wait). That’s tension, that’s having to wait for something to happen. Better yet, it builds anticipation, you would change your schedule so you can be home at that exact time to ensure you missed none of the show. It didn’t matter what if you watched 5 commercials beforehand, you were going to see all of it. In the Netflix era, everything

September 17, 2019

Greg Thomas

You can get it wrong

You can put your best work out there for months and months and have it on shuffle all the while it is wrong. It’s never written in stone. You can always write an update. Always deploy a patch. Always, update the policy. Always admit that you’re wrong and try again. (but it’s the last one that kills us, because that’s the one that forces us to admit we got it wrong and move forward). Easier said, than done.

August 13, 2019

Greg Thomas

Change the Game

No one ever said the game was cut it stone. You MUST do this job before taking that role. You MUST work here before you can work there. You MUST learn this before doing that. You MUST go to this school before applying there. You MUST take this course before you can think of starting that program. The game is yours to play and yours to change the rules on. Change is what make the game better.

August 9, 2019

Greg Thomas

Be an Artist

Artists have it right. They’ve had it right for years. Learn a craft, yes struggle at it, but learn it, work through it, show up every day with the goal of making yourself better than you were the day before. Don’t give up because an Artist doesn’t give up, they show up and try again. It doesn’t matter how you get compensated – what matters is the art, the end product, the delivery, the creation. That’s what we need to focus on, in whatever it is that you do, that’s what matters, bring that mindset to the table whether you’re