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Peter J. McGarahan
McGarahan & Associates helps organizations achieve service and support excellence and business value. By applying extensive real world experiences, focus and i
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Peter J. McGarahan retweeted
Jim Rembach Sep 27
"Do you ask your agents about the confidence they have in your knowledge base?"
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Peter J. McGarahan retweeted
Jim Rembach Sep 27
"Provide knowledge at the speed of conversation."
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Peter J. McGarahan Aug 9
Pressuring the employee's integrity and value system for profit. Wells Fargo: What It Will Take to Clean Up the Mess
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Peter J. McGarahan Aug 9
Communication skills are extremely important at every level within the support center.
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Peter J. McGarahan Aug 9
Replying to @jslevin
Thank you Jay. Bad for employees as well as customers!
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Peter J. McGarahan retweeted
Roy Atkinson May 26
There’s a good article by about getting buy-in for staff and other things:
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Peter J. McGarahan May 24
Replying to @jtwatkin
It was a pleasure to meet you in person and look forward to working with you again Jeremy.
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Peter J. McGarahan retweeted
Jim Rembach May 24
“We need writing skills that are made of rubber, not of steel.”
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Peter J. McGarahan retweeted
Jeremy Watkin May 24
What an honor to help leaders tell better stories in their organizations.
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Peter J. McGarahan May 24
A great panel of sharing of information, insights and research on the potential role of Bots in the contact center!
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Peter J. McGarahan May 24
Victoria attended my Knowledge Management session at ICMI yesterday & created this wonderful infographic!
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Peter J. McGarahan retweeted
Nate Brown May 23
Great KCS term is UFFA. Use, Flag, Fix and Add. Make this part of the culture!
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Peter J. McGarahan May 24
Thank you all for sharing our story on when to use Bots in your Contact Center.
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Peter J. McGarahan retweeted
Jim Rembach May 24
"Bad bots try to keep customers away from your customer service agents."
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Peter J. McGarahan retweeted
Monica Norton May 24
Agents don’t grow solving the same problems over & over. Bots shift agents from the mundane to an advisory role.
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Peter J. McGarahan retweeted
Jim Rembach May 24
"When thinking about solutions that are new...understand where it fits in your strategy."
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Peter J. McGarahan retweeted
Roy Atkinson May 11
. announced the 2017 Technical Support Industry Award Winners at – see them here:
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Peter J. McGarahan retweeted
Gregg Gregory, CSP May 10
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Peter J. McGarahan Mar 31
have a great weekend everyone
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Peter J. McGarahan Mar 31
I actually want my managers doing the trend investigation and bringing their analysis, observation and recommendations to me
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