Clik here to view.
K-12 Sustainable Excellence? A School District’s Approach
In Tennessee, the Maury County Public School System is working toward a status of “Excellence” in the Tennessee Center for Performance Excellence (TCPE). The TCPE is a statewide initiative modeled...
View ArticleClik here to view.
Improve the Patient Experience from the Inside Out
There is no shortage of patient satisfaction “experts” and CEOs in healthcare wanting you to implement the latest measurement tool, rounding format, physician best practice, script, or leading-edge...
View ArticleClik here to view.
Teamwork Spurs a Title
Basketball can be a beautiful game. While dunks are great shows of physical force, it’s the constant movement of the ball ending with a slash to the basket, a 3-pointer from the corner, or – yes – a...
View ArticleClik here to view.
The “Patient Engagement” Conundrum
One of the latest healthcare buzzwords is “Engagement,” as in “Patient Engagement.” Unlike patient satisfaction, clinical care, customer service, and other service-oriented terms, Patient Engagement...
View ArticleClik here to view.
Culture can be the Root of City Government Service Issues
In too many local municipalities, when the call volume increases for the contact center, you simply hire more staff. When loud complaints arise, politicians make speeches echoing the community’s...
View ArticleClik here to view.
Patient Experience Pros Don’t Have Unlimited Resources, Therefore…
The healthcare industry is seemingly struggling to come up with a common and manageable definition for the “Patient Experience.” Maybe it’s because “experience” is such a broad term just like terms...
View ArticleClik here to view.
The Customer Service Rep Stuck Inside the Robot
Usually I can share an insightful “lesson learned” from customer service stories on the web, but this one is too little weird to evaluate; yet, it’s interesting enough to share. In the article Robot...
View ArticleClik here to view.
Change City Culture by Doing This…and What Else?
In the recent WTOC story City Council discusses budget, customer service, the City of Savannah is highlighted for their initiative to change the culture of the organization. They plan to setup...
View ArticleClik here to view.
Districts Can Take Customer Service to HEART
“Customer Service” can be an uncomfortable phrase to use in the education world. We’ve seen this lack of comfort at the K12, community college, and university levels. There is often a discomfort with...
View ArticleClik here to view.
Orillia’s Orientation Toward Customer Service
I know, I know – Government customer service is an oxymoron – I’ve heard the joke often, but I’ve worked with too many local government organizations to believe it’s true. The reasons it’s difficult to...
View Article
