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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 Jun 20
I regularly assess my skills and always look to improve my existing skills or challenge myself to develop new ones.
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Peter J. McGarahan Jun 9
Honored to present at the 2018 ICMI Contact Center Conference (6/23). Special thanks to Heather for the hand-drawn, real-time Infographic.
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Jim Rembach Sep 27
"Do you ask your agents about the confidence they have in your knowledge base?"
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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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Roy Atkinson 26 May 17
There’s a good article by about getting buy-in for staff and other things:
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Peter J. McGarahan 24 May 17
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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Jim Rembach 24 May 17
“We need writing skills that are made of rubber, not of steel.”
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Jeremy Watkin 24 May 17
What an honor to help leaders tell better stories in their organizations.
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Peter J. McGarahan 24 May 17
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 24 May 17
Victoria attended my Knowledge Management session at ICMI yesterday & created this wonderful infographic!
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Nate Brown 23 May 17
Great KCS term is UFFA. Use, Flag, Fix and Add. Make this part of the culture!
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Peter J. McGarahan 24 May 17
Thank you all for sharing our story on when to use Bots in your Contact Center.
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Jim Rembach 24 May 17
"Bad bots try to keep customers away from your customer service agents."
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Monica Norton 24 May 17
Agents don’t grow solving the same problems over & over. Bots shift agents from the mundane to an advisory role.
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Jim Rembach 24 May 17
"When thinking about solutions that are new...understand where it fits in your strategy."
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Roy Atkinson 11 May 17
. announced the 2017 Technical Support Industry Award Winners at – see them here:
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Gregg Gregory, CSP 10 May 17
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