Brohawk Solutions - Mark Brody

Brohawk Solutions, LLC Aligns People, Processes, and Technology To Drive A Better Employee Experience Leading to a Better Customer Experience

[Brohawk Solutions - Mark Brody @BrohawkSolution]

@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.

[Brohawk Solutions - Mark Brody @BrohawkSolution]

@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.

[Brohawk Solutions - Mark Brody @BrohawkSolution]

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

[Brohawk Solutions - Mark Brody @BrohawkSolution]

@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!

[Brohawk Solutions - Mark Brody @BrohawkSolution]

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!

https://t.co/YwnV1fsAmT

@CallContactUS

[Brohawk Solutions - Mark Brody @BrohawkSolution]

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

[Brohawk Solutions - Mark Brody @BrohawkSolution]

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

[Brohawk Solutions - Mark Brody @BrohawkSolution]

@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.

[Brohawk Solutions - Mark Brody @BrohawkSolution]

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

[Brohawk Solutions - Mark Brody @BrohawkSolution]

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!

https://t.co/PJkhp60jm0

[Brohawk Solutions - Mark Brody @BrohawkSolution]

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!

https://t.co/JwFq7eAptI

[Brohawk Solutions - Mark Brody @BrohawkSolution]

@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.

[Brohawk Solutions - Mark Brody @BrohawkSolution]

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!

https://t.co/MUFHhjAEfl

[Brohawk Solutions - Mark Brody @BrohawkSolution]

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!

https://t.co/Ry1ZUAhxIe

[Brohawk Solutions - Mark Brody @BrohawkSolution]

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

[Brohawk Solutions - Mark Brody @BrohawkSolution]

@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.

[Brohawk Solutions - Mark Brody @BrohawkSolution]

@RussLoL @GoDaddyHelp

[Brohawk Solutions - Mark Brody @BrohawkSolution]

@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. :-)

[Brohawk Solutions - Mark Brody @BrohawkSolution]

@CXAccelerator PREACH!!