Click below to review each Rant and Rave.

Plan and Measure = Pleasure!
(Jan 2012)

Lighten Up … The Magic of Leadership Levity
(Dec 2011)

Here's What I Can Do Now
(Nov 2011)

Customer Experience ... The STRA-TACTICAL Approach
(Oct 2011)

Which Is It ... Supervisor or Super Agent?
(Sep 2011)

What Is A Quality Call And How Do We Know When We Have One?
(July 2011)

Are You Using 20th Century Solutions for 21st Century Problems?
(June 2011)

PR for Internal Communications - Who's Your Information Gatekeeper?
(May 2011)

First Time Face Time
(April 2011)

Taking Care of Business
(March 2011)

Digital Device Disorder
(Feb 2011)

Predictions ... Ten Years Later
(Jan 2011)

Distortion, Deletion, and Generalization - Impact on Action and Outcome
(Nov 2010)

Take Charge - Promote Your Contact Center's Value and Visibility
(Oct 2010)

The Hurrier I Go the Behinder I Get
(Sep 2010)

The Path to Customer Experience Nirvana
(Aug 2010)

To DO or UNDO? - That is the Question!
(July 2010)

From Word of Mouth to World of Mouth - Look Who's $talking!!
(June 2010)