Emoticon Blues (More Tales from the Call Center)

Photo by Ben Ward

“Working in a call center, it’s hard to relax. The next call could literally be anything. One small victory overshadowed by the complexity of a new problem I may not be able to solve, and the bad calls leave deeper and longer-lasting emotional imprints on minds and souls. Do we cling to small victories because the alternative is to sink into despair?”

Stop Yelling At Me!

Screen Shot 2012-11-18 at 2.12.26 PM

In 4 experimental studies, psychologists showed that that “customer verbal aggression impaired the cognitive performance of the targets of this aggression. In other words, when you yell at someone, their brain shuts down…

How To Break Free From The Task Heap

Trapped Under The Heap

The only way out is to build better team processes and execution that remove those 15-minute tasks from your heap for good.