Coffee Time Links – May 22

Cwg_coffee_cup_lr_8 Good Monday Morning! Grab a cup o’ joe and ease into the week with the following links:

  • You need a chuckle to start the week? Check out Judson Laipply’s routine The Evolution of Dance.
  • Alert reader Dan Obregon of Estara sent me this article about some software they’re unveiling which will improve the "click to call" experience used on many websites like Amazon.
  • Douglas Hanna over at Service Untitled has been working on a great series focusing on dealing with angry customers and customer complaints. He gives us a little advice a la the Godfather to "keep our enemies closer".
  • Heidi Miller had an interesting post that gives a different perspective to all those, uh, "filler words" we, um, use, um, y’ know, when we speak? A must for all call coaches.
  • Like many offices, call centers are understandably filled with cynics, pessimists, and defeatists. I’m always trying to spread a little hope and light wherever I go. My optimistic friend Starbucker introduced me to Lucy McDonald this week and her post "How to Think Like an Optimist". Thanks!

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  2 comments for “Coffee Time Links – May 22

  1. May 22, 2006 at 8:58 am

    Keep spreadin’ the good word Tom! It’s just like Churchill said – “For myself I am an optimist – it does not seem to be much use being anything else”. Thanks for the link.

  2. May 22, 2006 at 4:40 pm

    Thanks! As a child my mother used to complain at how pessimistic I was. I’m living proof that you CAN be converted to a “glass half full” disciple!

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