Brohawk Solutions - Mark Brody

@jtwatkin @justinmrobbins @theccdoctor @thecallcenterc1 @NealTopf @LeslieO @mbeale_cx @in_queue @mzaragozas @tlaird_expivia @NealDlin @mikeaoki @jacobshields20 @SandipKrGupta @JeremyHyde_ @RoyAtkinson Treat 'em like a number on a production line is the surest way to irritate a team. The more de-humanizing the environment, the higher the demotivational levels become.

The #CXQOTD for June 1: What are your favorite ways to demotivate #cctr agents? @justinmrobbins @theccdoctor @thecallcenterc1 @NealTopf @LeslieO @mbeale_cx @in_queue @mzaragozas @tlaird_expivia @NealDlin @mikeaoki @jacobshields20 @SandipKrGupta @JeremyHyde_ @RoyAtkinson

@jtwatkin @AilsDay @CXpert @mentalmarketer @sudhbhat @NicholasZeisler @bossladyCX @seatoncx @CxExcellence @AlexHyphen @avdingus @VictoriaMXEXCX @laurenqvolpe @rnanjad @nktripathi101 @LilianaPetrova @vweseliatwork Depending on the maturity of the organization, focus on the foundational aspects that impact employees ability to deliver. Once the foundation is stable, then build from there. If anything starts to falter, fix/adjust/repair/stabilize, and then continue building.

The #CXQOTD for May 30: How do you prioritize #CX initiatives? @AilsDay @CXpert @mentalmarketer @sudhbhat @NicholasZeisler @bossladycx @seatoncx @CxExcellence @AlexHyphen @avdingus @VictoriaMXEXCX @laurenqvolpe @rnanjad @nktripathi101 @LilianaPetrova @vweseliatwork

@in_queue I love the aspect of complimentary partners and understanding where each of you compliment each other professionally and personally!

@CXCreator Create a team of human critical thinkers as opposed to robots. When a customer wants to or needs to speak with an agent, they are in essence saying their reason for calling has not been resolved. Arm agents with actionable knowledge to resolve customer interactions is so key!

A great way to improve CX is to empower your frontline employees to make decisions and take ownership of customer interactions - this not only improves the customer experience, but also boosts employee morale and engagement. #CX #employeeempowerment

Are you going to be in Las Vegas for the Call and Contact Center Expo this week? Love to meet with you if you are! Check out this Coffee Talk With Brohawk episode that features one of the event speakers, Milan Batinich of MilanMotivates! youtu.be/w5aI-d1f-Uw @CallContactUS

@MarshaCollier It's all good @MarshaCollier I responded to this question today. I need to start attending these again!

@BrohawkSolution Last night I had a problem with tweetdeck and didn't see your response. You are absolutely correct, purpose full listening is the key

Q5 | #custserv What is one thing organizations/departments can do to avoid creating obstacles for themselves?

@dennis_geelen Great article @dennis_geelen! I'm looking forward to the next one!

"Melts in your mouth, not in your hands" We all know this famous slogan for M&M's But did you know the origin of that slogan is the product of Happy Accident? Check out today's Happy Accident newsletter to get the full story (link in my bio)

@jtwatkin @YourCXGuy @mark_cx @tracardi @bmc_consulting @AlexHyphen @sudhbhat @michaeljbair @tlaird_expivia @CXpert @aarronspinley @AilsDay @zjellson @avdingus @globaldenton @ddu17 @VictoriaMXEXCX Great #CXQOTD @jtwatkin! If you "hate losing, more than you love winning" (Moneyball Quote), its an easy fixation. I look at the lens negative feedback was sent and see how to be proactive about like situations in the future. Take feedback for feedback purposes without labels.

The #CXQOTD for April 18: How do you keep from totally fixating on negative feedback? @YourCXGuy @mark_cx @tracardi @bmc_consulting @AlexHyphen @sudhbhat @michaeljbair @tlaird_expivia @CXpert @aarronspinley @AilsDay @zjellson @avdingus @globaldenton @ddu17 @VictoriaMXEXCX

@mikeaoki @GTA_CC Hoping to be there in person this year!

Great conversation with @seatoncx on this episode of #CoffeeTalkWithBrohawk. @seatoncx shared some great insights on this episode! I appreciate the generosity of time from my guests! youtu.be/Vz0IRrz0gLg

A great conversation with @jiyoob on #CoffeeTalkWithBrohawk as we chatted about analytics, networking, and impact of new tech in the #ContactCenter today. Thank you @jiyoob for lending your time and expertise to this episode! youtu.be/i_i_Wapjl3o

@jtwatkin @NicholasZeisler @theccdoctor @JeremyHyde_ @justinmrobbins @thecallcenterc1 @SeanBHawkins @mbeale_cx @bossladyCX @esmancuso @seatoncx @mzaragozas @RoyAtkinson @dbeaumont266 #CXQOTD Context, as others have pointed out, is everything. Adding headcount to improve the bench for succession planning is good. Headcount increases to support a new channel or product offering makes sense. Increasing headcount due to poor culture or processes, is not good.

The #CXQOTD for Mar 22 inspired by @NicholasZeisler Should we celebrate adding seats to the contact center? @theccdoctor @JeremyHyde_ @justinmrobbins @thecallcenterc1 @SeanBHawkins @mbeale_cx @bossladyCX @esmancuso @seatoncx @mzaragozas @RoyAtkinson @dbeaumont266

Thank you @CXAccelerator for being a guest on #Coffeetalkwithbrohawk! Great episode about #CX and even mixed in some conversation about mini-golf and pickleball! Tune in to this episode! youtu.be/to2ruyx0M5o

Had a great conversation recently with @justinmrobbins on an episode of Coffee Talk With Brohawk. Justin always provides great perspective and insight into CX discussions! Check out the episode at the link below! Thank you Justin for being a great guest! youtu.be/zhKU_TsjG88

@byBrandi Be safe @byBrandi! I was watching the Torcon numbers for the region...it's too early in the season for those numbers...

I can’t recall being this on-edge for a night of severe weather. For the last hour, the sustained sounds of the wind have been so unsettling. Spooky. And the worst is not even here yet. #okwx

@jtwatkin @CXpert @surveyguru_bc @MeghanMBiro @globaldenton @michelleRPO @bossladyCX @RehbeinDanny @mikeaoki @thecallcenterc1 @theccdoctor @SteveDiGioia @LukeCXEX @ddu17 @Danielal007 @dbeaumont266 @StossInSupport How about audibly and authentically engage with them? Hear what they are saying they need, not just passively listen. Genuinely value them as people, not just focus on their productivity. It's not just one big thing, its a combination of doing all of the little things.

The #CXQOTD for Feb 22: How do you keep employees from quiet quitting? @CXpert @surveyguru_bc @MeghanMBiro @globaldenton @michelleRPO @bossladyCX @RehbeinDanny @mikeaoki @thecallcenterc1 @theccdoctor @SteveDiGioia @LukeCXEX @ddu17 @Danielal007 @dbeaumont266 @StossInSupport

@RussLoL @GoDaddyHelp

Awesome @GoDaddyHelp - one of your agents told me to "calm down" when all I've done is share my frustration with the service to date. I was actually pretty civil. Not great agent training.

@jtwatkin @jennysuedempsey @djksar @CXpert @billquiseng @EJEngwall @mundocx @Samf_CX_MRX @jared_adams613 @eugenecheang @michelleRPO @rnanjad @adamtoporek @LilianaPetrova @drumondmary @AnshulBahl @charlottewarduk A hard hitting topic @jtwatkin for the #CXQOTD. I'm a meat pizza person, but I'll occasionally delve into a buffalo chicken or ham and pineapple pizza. If it is a veggie, it most likely won't be consumed on a pizza for me. :-)

The #CXQOTD for Feb 10: What do you like on your pizza? @jennysuedempsey @djksar @CXpert @billquiseng @BrohawkSolution @EJEngwall @mundocx @Samf_CX_MRX @jared_adams613 @eugenecheang @michelleRPO @rnanjad @adamtoporek @LilianaPetrova @drumondmary @AnshulBahl @charlottewarduk

@CXAccelerator PREACH!!

Keep the INTEGRITY in Voice of Customer programs! It can be tempting to design the process to positively inflate scores. BUT we don't do VoC for scores...we do it to learn the truth of how we can serve customers better! #VoC #CX #CustomerExperience #VoiceofCustomer