Managers, Beware of Too Many Sandwich Cookies

Managers, Beware of Too Many Sandwich Cookies

OK, so yes, it is a good idea to practice moderation and not eat too many cookies, but the sandwich cookie I am talking about is a management tool I discovered early in my career called “Oreo Feedback.” In college, while working as a restaurant training manager, I attended a corporate management seminar where I was introduced to this technique to give employees feedback. The technique compared employee feedback to

Hiring the Best & Most Dedicated

Hiring the Best & Most Dedicated

What makes a great customer service employee? Over the past 20 years, I have spent countless hours reading resumes, interviewing candidates, and selecting, then hiring customer service professionals. Along the way, I have made some excellent hiring decisions, and as a result, I have had the privilege to work with some exceptional individuals. But there have also been times when my hiring decisions were not so great. Now it is

Unstructured Data Analytics for Customer Service