by Brian Tobal | Apr 27, 2017 | Uncategorized
The most common thing we deal with here at Hickory is my chocolate cravings. It’s bad. We make emergency runs to Whole Foods for the special Icelandic bars with sea salt. If you haven’t had them, I recommend. The second most common thing we deal with is a need to...
by Brian Tobal | Mar 27, 2017 | Uncategorized
I’m obsessed with questions. The questions we ask define our lives. They frame information, opening new ways of thinking, expose gaps in our current thinking. As we’ll see, when it comes to training employees, asking good questions will define the success or failure...
by Brian Tobal | Feb 8, 2017 | Uncategorized
We’ve had the good fortune of watching numerous companies create and update their customer service training programs over time. It’s a fascinating exercise, and every single program has unique differences, problems, and focuses. Even with their...
by Brian Tobal | Feb 8, 2017 | Uncategorized
We dig data here at Hickory. We find that many problems become far simpler when we can have the right numbers. When it comes to improving CSAT scores, there are two key stats we try to capture with the companies we work with: Speed of resolution Speed of response We...
by Brian Tobal | Jan 17, 2017 | Uncategorized
Most employee training programs are designed solely around knowledge delivery. Employees attend a class or watch a video series, then they take a quiz to “certify” their understanding. The problem? 70% of employee training is forgotten within five days. If that much...
