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Category: Customer Service

How to Ensure Your Next Project Will Be a Resounding Success: the Career of SBR’s Principal and What She Learned Along the Way

In conversation with Sharon Roberts, it is easy to be captivated by her story. The trajectory of her professional life and the impact made by each stop on her journey […] Continue Reading

Thanksgiving is Long Over, But the Need for Gratitude in the Workplace Continues.

Thanksgiving is the only official day of the year when friends and family gather to share their thanks and appreciation for one another. Why is it that we assign this [...] Continue Reading

Anomalisa Paints a Sad Portrait of the Customer Service Industry

A movie that probes the human condition using the customer service industry as a loose backdrop? Why not! This week, Team SBR went to see Anomalisa, a stop-motion animation film […] Continue Reading

5 Ways to Boost Your Call Center Communications Right Now

If you’ve been in the call center business for more than two minutes you know that the word “scripting” is about as detested as background noise. For the most part […] Continue Reading

Agents Are Saying What? A Guide to Secret Shop Your Call Center

Anyone in the business knows that call center management is a demanding (if not a thankless) profession. Irregular call patterns could require immediate staffing changes, one-off questions can stifle a manager’s […] Continue Reading

What Can Best New Restaurant Teach Us About Sales?

A few weeks ago Miami’s Dolce Italian won Bravo’s latest series, Best New Restaurant. While salivating over the dishes, we couldn't help but applaud the use of secret diners to [...] Continue Reading