By michaelpace on April 23, 2013 AOL, getting film developed, Blockbuster stores, paper maps, the classifieds, pay phones and phone books, fax machines, record stores, … AND how you searched for a job 3 years ago. If you don’t know what all these things have in common, put your flip phone down and hit pause […]
How to Get Promoted – for Managers and Reports
By michaelpace on April 2, 2013 Want to make your manager uncomfortable? Try one of these below out on them. “When am I going to get promoted?” “I’ve been in this position for two years, I should have been promoted by now.” “Why does <insert first and last name here> get promoted, and I get […]
It’s Time to Grade My 2012 Predictions – Customer Service Fortune Cookies for 2012
By michaelpace on December 19, 2012 Before I let my crazy cousin Pacefucious make any predictions for 2013, we need to hold him accountable for his previous Confucius-like prophecies. Complete, wild guess predictions and thoughts by my cousin Pacefucious about the trends in Customer Service for 2012. Note: The practice of adding “in bed” may […]
Swinging a Hammer Does Not Make You a Carpenter; It Just Makes You Dangerous Or Smart Use of Social Media for your Contact Center
By michaelpace on November 15, 2012 When I am speaking or consulting regarding Social Media Customer Support or Social Business, a few of my favorite questions that I almost always receive are: Who should own social media in a company? Should we be on Twitter, Facebook, LinkedIn, YouTube, blogs, and every network? There are so […]
How to Develop Rockstars in Your Organization
By michaelpace on July 17, 2012 Over the past few months, I have acquired a tremendous amount of lessons learned for the job hunt, finding an opportunity you love, and uncovering if you will be a cultural fit. I’ll document the best practices as soon as I am firmly landed. In the meantime, I have […]
Is it time to flip Customer Service on its side? – along with Marketing, Sales, Product, etc…
By michaelpace on february 15, 2012 I am not sure who originally designed how organizations should be aligned. Maybe it was the armies of the past, the mafia or some random Joe who gets no credit for how 99% of businesses are structured today. There is a Marketing Department, Sales, Customer Service, Product, IT, Human […]
The Next Innovation in Social will come from (wait for it) . . . HR
By michaelpace on October 3, 2011 No, not some hybrid formation of technology from Hashable and Radian6 or something of the like, good ol’ Human Resources. Yes, Human Resources. Of course, new technology will continue to flood our lives in alpha, beta and full rollout versions, but they are mostly all incremental changes or consolidation […]
Social Customer Service – A completely different animal (associate)?
By michaelpace on June 12, 2011 For the last 30 years, traditional customer service recruiting, training, core skills and performance management have not changed dramatically. Service professionals and their management teams have been able to hone the delivery of customer needs through various channels. But are the same attributes that make a great traditional customer […]