TCN, Inc., a leading provider of cloud-based call center technology for shop and dealership contact centers, launched AgentSMS, a new SMS texting feature for its cloud-based contact center platform, TCN Platform 3.0.
We realized sitting around a conference table with only the owners and a couple people from management discussing budget, gross profit, sales mix, cycle time and the other key performance indicators was not the path to effect change.
After my 30 years in the people business, I can tell you that my wise grandmother was absolutely spot on when she said, “Do not judge a book by its cover. I am telling you, you’d better look at them from the inside, out.”
Finding the right way to teach someone, whether it’s a technician or a customer, is like adding color to a wiring diagram. When you explain an idea the right way, you can see the lightbulb click over their head.
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