Leave The Box Behind And Just Think

摘要

We are all in a rut. I've decided that it's that simple. (I haven't lost my mind, really...just bear with me for a moment.) We are in the contact center business, aren't we? "Well, not really, Rich," you may say. "I'm in manufacturing, distribution, real estate, finance, insurance, etc." I will tell you categorically that you aren't in the business you think you are. You're in the business of pleasing customers. Everything else is secondary. In fact, if you aren't pleasing customers, you aren't doing anything except waiting in line to collect an unemployment check. With all due respect, if you work for a big oil company, Microsoft, Intel or Cisco, you have a total, or at least partial, monopoly. You don't really need to keep reading. Put this magazine down, and go count your money.