Achieving Exceptional Social Media Support

Let’s face it-- social media is more than an emerging channel, it is here! According to a recent survey, nearly one in three social media users prefer to reach out to a brand for customer service through a social channel compared to the phone. And to further illustrate the power of social, an overwhelming number of customers will recommend a brand to their friends if they have a positive experience via social media.
 
Plan for Success
What does this mean for the contact center? Simply stated, we must deliver exceptional social media support. The foundation begins with solid planning. Before starting your program, determine your mission. What do you hope to accomplish via social media support? Once that question is answered, have a clear strategy!

I would caution overextending yourself. You may not need to be everywhere on social media. What I found worked best is being where the customer is. Having a presence for the sake of being on social is not ideal. If no traffic exists, the impression is that you are not engaging your customers. Research where your customers are or where you company is most frequently mentioned.


Hire the Right Agent
Despite our best efforts to skill agents across multiple channels, social media support is not for everyone. Because of the complexity of issues that may arise, as well as the need to rely on and get input from other departments, the ideal candidates should be well spoken and have a good rapport with other departments. My colleague Jeremiah Methven wrote an article in which he suggested some characteristics he looks for in social agents:

1. Comfort level with social media
2. Understanding of business sensitivity, company brand, and company voice
3. A strong desire to resolve issues

Each of these together will ensure issues are resolved in the best manner possible without offending customers or bringing embarrassment to your brand. A social savvy agent can turn a customer complaint into an engagement opportunity that not only wins the customers, but also shows the public your commitment to being exceptional.


Monitor Social Media
Listen to social media! What is being said about your brand? Are you being mentioned? This should include mentions with and without your handle. Listening should also be extended to competitors as well. Active monitoring could lead to a switch in brands. However, it is imperative to be quick and concise during these moments. A timely response and follow-up is essential.
I am often asked, “What should I respond to?” by those just getting acquainted with social media support. My answer is short and simple, “answer everything.” This can be quite a challenge if you are inundated with requests. However, social media should function like your traditional channels. Properly forecast, schedule and staff your team to handle the volume.
Also, prioritize what messages receive a response. During a webinar earlier this year hosted by ICMI, the following prioritization was offered:

• Urgent Requests
• Gratitude
• Negative sentiment
• FAQ (“This is the “low-hanging fruit.” It’s easiest thing to respond to, and it can drive traffic to your web site if you have this content there.”)

Based on this priority, you can ensure that you are responding to the most important messages. This list can vary, but it serves the purpose of identifying what to answer, and ensures uniformity across the team. Everyone knows what to respond to and they are aware of the priority of importance for messages. This will help minimize customer concerns from falling through the cracks, while ensuring the best possible response is given.
Social media support can be challenging, but when carefully planned and properly executed, it is a great way to serve your customer.

Sean is a Customer Experience, Contact Center and Help desk manager with over 12 years of experience. He has a terrific pulse on incorporating innovation into the contact center. He's implemented social, outsourcing partners, new technology, and new products, while maintaining an award-winning contact center.
 
His contact center is a past winner of the ICMI "Global Call Center of the Year" for Small to Medium-Sized Centers. In addition, he was named one of of ICMI's Top 50 Contact Center Thought Leaders on Twitter. Follow on Twitter @SeanBHawkins or connect on LinkedIn. 

Amazing Service Begins With Engaged Leaders

Providing service to customers is not as hard as some make it seem. It does take diligence and lots of effort to do it exceptionally well. In its simplest form, it is about treating customers with courtesy and respect. Unfortunately, in the business world we often lose sight of that.

When doing business leads to unsatisfied customers, it is time to reevaluate how business is done. Companies are competing for the same customer, and if all things are equal, customer service is usually a deciding factor for the consumer.

 How can you as a contact center leader help your agents to be successful in providing “amazing” service above and beyond?

Review Processes
Exceptional service allows agents to offer immediate solutions without getting bogged down in processes or policy. This leads to happy, loyal customers. In turn, your contact center will see an improvement with CSAT. Removing barriers that prevent exceptional customer service will lead to a more engaged service center. I make it practice of regularly reviewing processes, policies and procedures impacting our customers and agents. As business needs change, policies should be reviewed and updated if necessary.

Agent feedback
I’ve never met an agent who enjoys denying customer requests. On the contrary, they have a desire to satisfy them. Team members have often requested that they be allowed to offer a good will credit to customers. This request was due to their willingness go beyond good service to amazing service. They knew that random acts of kindness made customers happy.

What I learned is it empowered them and made them feel a part of the decision-making process. Upon implementation, we were able to see how this directly impacted customer and agent satisfaction.

Manager Buy-in
I’ve always treated my team as customers. In my opinion, showing them what great service looks like is more impactful than telling them. When they see it alive in you, they will emulate it amongst one another and customers. Leadership must be committed to improving and should regularly attend training, seminars and conferences.

Front line supervisors, leads and managers are a great source for ideas. Allowing them freedom to develop CX initiatives will ensure they are customer focused and invested in organizational goals. I recommend that all leadership review customer feedback and CSAT performance as a team. Some of the benefits in doing so is everyone is aware of department/team performance, problems can be identified, and new ideas can be presented to the group.

Below are 4 simple and immediate steps you as a leader can implement on your journey to customer service excellence.

1. Empower agents- accept feedback, include in decision-making process
2. Be transparent- honest and effective communication (internally & externally)
3. Be accessible- provide support in multiple channels, expand support hours
4. Be attentive- your own active listening allows agents to better assist customer and anticipate future needs

As you can see, these suggestions can be easily implemented, are quick wins, and address some core areas of customer experience. With consistency, effort, and diligence, I’m convinced these steps will set you on the right path and improve your service department.

Sean is a Customer Experience, Contact Center and Help desk manager with over 12 years of experience. He has a terrific pulse on incorporating innovation into the contact center. He's implemented social, outsourcing partners, new technology, and new products, while maintaining an award-winning contact center.
 
His contact center is a past winner of the ICMI "Global Call Center of the Year" for Small to Medium-Sized Centers. In addition, he was named one of of ICMI's Top 50 Contact Center Thought Leaders on Twitter. Follow on Twitter @SeanBHawkins or connect on LinkedIn.

Guest Post: 5 Ways Mobile Technology Aids Customer Service on Social Media

The difference between a contact center and a call center comes down to the types of communication that each one handles. While a call center only handles voice communication, contact centers are able to use email, online text chats, social media, web interfaces, video calls, and other technologies to connect with clients and customers. As mobile technology and social media networks continue to evolve at rapid speeds, businesses are reacting by favoring the implementation of contact centers, rather than traditional call centers, for responding to the needs of their customers. This shift can be complicated, though. Hiring staff for contact centers means finding competent workers who are adept with answering customer queries through a variety of channels, whether online or on the phone. Thankfully, advances in mobile technology help to ease the burden of these demands on both employees and employers. As apps, phones, and tablets develop, so too does the customer service industry, which the following five points demonstrate.

1. Mobile Devices Allow for Faster Response Time
 
We are a mobile generation. This is an age where you can buy laptops that transform into tablets for increased portability, and wristwatches that vibrate when you receive new emails and text messages. Whether your primary concern is work or leisure, it’s all too easy to attach yourself to the web 24/7. When customer service agents have constant access to mobile devices, they will also have access to email, social media channels, video calls, web chats, and a bounty of other tools for communicating with their clients and customers. The image of contact center employees being stuck at their desks, mumbling into headsets, is quickly becoming a thing of the past. Contact with customers is no longer limited to desktop computers and land-line phones, and as the trend of companies hiring home-based agents continues to grow, those agents will continue to turn to mobile technology for performing daily tasks.

2. BYOD Culture is Spreading
 
According to a survey conducted by Sage North America, businesses that introduce mobile technology into the workplace are seeing the biggest positive impact on the quality of their customer service. Other noted benefits include the ability to perform business in the event of inclement weather, more work coming into the company, and the option of conducting meetings remotely. Despite these conveniences, though, fewer businesses are supplying their employees with mobile devices, which is indicative of the growth of Bring Your Own Device (BYOD) culture. While the security risks of a BYOD policy can have severe consequences, especially for employees who deal with highly-sensitive data and materials, for contact center agents who are mostly concerned with managing social media accounts and other communications, the option to BYOD is certainly viable. If you encourage these workers to embrace BYOD culture, you will find that the added freedom of using personal devices can build better working habits, both on and off the contact center floor.

3. Hours of Operation are Irrelevant
 
As previously stated, mobile devices are granting a higher level of freedom to contact center employees. Home-based agents are becoming more common to the customer service industry, and as a result, it’s less necessary to always have a fully-staffed contact center floor. Allowing customer service agents to work on their own devices from home is not just cost-effective, but it also demonstrates adaptability. Depending on the scale of your business, customer queries, complaints, and needs won’t stop coming in during late-night and early-morning hours. Keeping up with service demand doesn’t need to be overly-complicated. Instead of keeping your physical contact center floor open and staffed 24/7, it may be smarter to hire a handful of agents to work at home during later hours to keep up with phone calls, social media channels, emails, and other forms of communication with customers. People have come to expect almost instantaneous responses to their questions and complaints, and providing that immediate response is a key part of elevating good service to great service.

4. More Mobile Tech May Decrease Contact Center Turnover Rates
 
Increased freedom for contact center employees has been a big point of discussion here, and that freedom can carry some real significance for your business. Turnover rates for call/contact center employees are notoriously high, as is the absentee rate for any shift in contact center workplaces. One way to combat this is to facilitate the development of home-based agents. Additionally, equipping employees with technology can lower the stress load of their jobs. Mobile devices will help in both regards. We’ve already seen the ways in which this technology can make working from home a reality. What’s more revolutionary, though, is the software that is available to customer service representatives for recording calls, analyzing customer feedback, and more. Customer service is hard work, and any effort that can be made toward de-stressing agents will be reflected in both the response of customers and your center’s turnover/absentee rates.

5. Mobile Tech + Social Media = Better Relationships with Customers
 
Email and other social apps continue to dominate the software market across all mobile devices, and corporations are taking note. Businesses that establish notable, consistent presences on social media are gaining more control over their public images than they would otherwise be able to. For example, consider fast food giant Taco Bell. The brand name is synonymous with cheap, low-quality, grab-and-go Mexican food. On Twitter, though, Taco Bell is a behemoth of self-aware, dry, yet brand-positive humor. The chain’s PR team constantly engages with its customers, whether they’re lovers or haters of its products, and encourages them (with aggressive wit) to keep coming back. For Taco Bell and other businesses, social media is a tool for crafting unique voices for their brands. Mobile technology is the megaphone, always at hand, to keep that voice blasting into the depths of cyberspace.

Mobile technology isn’t going away anytime soon. Every industry from fashion design to car manufacturing is finding a way to embrace it. Get your contact center involved—customer service is never going to be the same.

Sources:
http://www.exabar.com/Portals/228174/docs/contact-centers-vs-call-centers.pdf
http://na.sage.com/us/our-news/press-releases/06/mobility

Tommaso Mauro is a goal oriented leader adept at identifying opportunities and executing sales strategies to maximize results; Proven ability in consultative sales and business development on a domestic and international scale; Highly effective in organizational and problem solving skills that strengthen a company’s growth-oriented performance; Entrepreneurial spirit and expertise in building business relationships. Tommaso is currently Director of Sales at KOVA Corporation

Attitude: The Missing Attribute in Contact Center Hiring

Let’s face it; hiring new personnel can be a long, arduous task. Prior to announcing an opening, the job description must be created and approved. Recruiting efforts must be discussed with HR to ensure the best candidates are brought to the forefront. A lot of screening and evaluation prior to conducting the first interview must also take place.

I’ve spent countless hours mulling over applicant resumes to determine if a candidate’s skills translate into the skill set I am looking for. This scrutiny is very important and is often the most difficult of the preparation phase. After this procedure, the actual interview process can begin. I must confess I am old school by nature. As such, I focus on a few details prior to officially conducting the interview. While exchanging pleasantries, I focus on the applicant’s appearance and body language. Did they put forth a sincere effort to make a great first impression? To me, this shows a genuine desire on their part to secure the position. In addition, I look to see if they have a pen and paper. Sadly, these details are often ignored by many candidates. What better way to impress than to bring the necessary tools of the trade for an interview? As I mentioned, I am old school.

Get Away From the Resume

I will generally request the candidate provide more detail about themselves that is not on their resume. This is an ice breaker for them. This allows them to find a comfortable starting point in which to begin the interview. I firmly believe that everyone should be well equipped to speak about the one thing they should know best. For the most part, this works well in dissolving their nerves and setting them at ease. It is at this point, that I take an approach that veers from the norm.

Rather than discussing their resume, I begin by asking the candidate questions that speak to them as a person. I am curious to know the most recent book they’ve read or I the last movie they saw. The questions will vary but the goal is to determine WHO I am speaking to rather than what their skills are. It is my aim to hire the right person and teach the skills, versus hiring the skills and having the wrong person. To do so, I must discover what soft skills they possess, which are best defined as “The character traits and interpersonal skills that characterize a person’s relationships with other people.”

    It is my aim to hire the right person and teach the skills, versus hiring the skills and having the wrong person.

For my line of business, attitude ranks high on the list of soft skills. At the heart of customer service, is a desire to assist others with empathy and kindness at all times. I constantly remind myself and those in my charge that we are one call away from disaster should we deviate from exceptional customer service. This could be the loss of a customer, the loss of revenue, public embarrassment to the business, and at worst, termination. Therefore, the majority of my focus is not on someone’s technical acumen. Instead, I want to know who they are and how they handle pressure.

    Therefore, the majority of my focus is not on someone’s technical acumen. Instead, I want to know who they are and how they handle pressure.

I’ve heard it said, “What you say or do in difficult situations reveals who you are.” Now, I recognize we all make mistakes, and at times handle ourselves in a less than stellar manner, therefore I do not apply 100% certainty to this. However, I believe there is some truth in that statement. Tough times reveal our true character. Let’s face it; the contact center agent will be placed in stressful, difficult and upsetting situations. How they handle it is not based on the technical skills they posses. On the contrary, the interpersonal skills will come to the forefront.

So, what can be done to determine one’s character? I believe there are two easy approaches:

    1. Give an assessment/personality test

This is a great way to identify personality traits. There are a variety of tests available such as DISC assessment, Newcastle Personality Assessor, and The Winslow Personality Profile. Each is designed to reveal character or psychological makeup. I would suggest that any such testing programs be under the control of the Human Resources. This is to ensure issues of privacy are not violated and to be certain the overall control (testing and the results) of the program is consistent across the entire organization.

    2. Focus on past behaviors

Offer scenarios that require the candidate to discuss how they behaved in the past under difficult circumstances. I use customer interactions that have occurred in my contact center and place the candidate in the role of the agent. The goal is not to frustrate them, or test their knowledge but to assess their behavior. The assumption is their past actions will likely manifest thereby giving you a personal, real-time observation of what you may expect from this person.

While there are pros and cons to each, what is important is that you find the method that bests fit you personally as well as that of your company. Identify the company values, work as a team across departments and utilize the expertise of your HR staff. By doing so, you increase your chances of selecting the right candidate who will not only help the company grow, but they will also grow with the company.

Sean is a Contact Center manager with over 13 years of experience. He has a terrific pulse on incorporating innovation into the contact center. He's implemented social, outsourcing partners, new technology, and new products, while maintaining an award-winning contact center.

His contact center is a past winner of the ICMI "Global Call Center of the Year" award for Small to Medium-Sized Centers.

Follow on Twitter @SeanBHawkins

5 Things to Know About Millennial Customers

I haven’t attended a single conference in the past two years that didn’t include a session on millennials. It seems that this “younger” generation fascinates every CMO, CEO and CXO.

It’s easy to understand why. For starters, millennials (born between 1980 and 2000) now account for one-fourth of the U.S. population.  They are the customers of the future (and the present).  So how can you best engage with this new generation?

I’m an 80s baby so I’d like to think I’m somewhat of an expert on millennials, but you don’t have to take it from me. I watched a fascinating panel from the Interactive Intelligence user conference earlier this month, and it confirmed many of my experiences and beliefs.  The 45-minute panel discussion featured agroup of working 20-somethings and the insight they shared provided a revealing glimpse intothemillennial brain.

Interested in better knowing your younger customers? Here are few takeaways from the panel that will help you better engage with millennial customers.

Millennials Do Their Research

When it comes to shopping, millennials aren’t impulse buyers.  They shop around, comparing prices, selection, and convenience.  This goes for both online and traditional in-store purchases.

One panelist said they like to go see or try on items in store, and then search online for a better deal before they make a purchase.  Another panelist said she prefers to search online for selection and price, and then make the purchase in store.

Millennials Still Love the Phone

It’s a widely stated myth that millennials hate using the phone.  According to the panelists, this is untrue.

Yes, the phones may look different now than they used to.  And no, most millennials don’t have traditional landlines, but they still prefer to use the phone for customer service (chat came in second for the panelists).

Millennials on the panel indicated that they check their phones more than one hundred times per day.  So if your contact center doesn’t already have a mobile support strategy in place, the time to act is now.

Millennials Don’t Like Email

Email is not a preferred channel of communication for the millennial generation.  Most of the panelists said they only check their personal email once per week.

“If you really want to reach me, email’s not the way,” said one panelist.
So how do millennials prefer companies notify them? Via text and tweet were the most popular responses.

Millennials Value Interaction

Millennials crave personalized service.  They want to feel known and valued, and going the extra mile impresses them. Achieving this can is simple; sometimes as simple as responding with a clever tweet.

One panelists told the story of how Purina wished his family dog a happy birthday on Twitter.  That simple gesture created a loyal customer.
 
Millennials Aren’t All That Different From Your “Other” Customers

Perhaps the most “shocking” revelation from the panel: millennials are a lot like every other generation, especially when it comes to customer service expectations.

Make things easy for your customers, treat them with respect, and offer value.  If you do these things your customers will be loyal no matter their generation.

Erica is the Community Specialist at ICMI. With a background in marketing, public relations, and social media, she brings more than six years of community management experience to ICMI, and is particularly passionate about  the convergence of marketing and customer service. 

Erica graduated Cum Laude from Campbell University in North Carolina.  In her free time she enjoys traveling, watching sports, attending concerts, and drinking coffee.  She’s also a self-professed Twitter addict. Follow her on Twitter

Tips for Improving Call Centers for Customers & Employees

Shaping a more positive public perception of call centers and call center employees can be a tricky task. Popular television shows and movies often depict the call center customer service environment as being generally apathetic, with customers continuously being put on hold and bounced around between representatives from a variety of different departments. The gentle tones of muzak underscore the angst of waiting for an available employee to pick up the call, and the quality of service provided is often made into the subject of many cheap jokes. So, what can be done to bring about change? Where can call centers begin to improve their images? The answer, it seems, requires some self-reflection.

According to LogMyCalls.com, depending on the type and size of a call center, employee turnover rates can range anywhere from 20%-100% per year. There are even reports of turnover rates approaching 170% in some centers. With such high percentages, it’s not only difficult to establish a standard for performance continuity, but it’s near impossible to achieve performance success with new employees constantly coming and going. Plus, replacing those lost employees is expensive—it costs approximately $8,800 to replace a call center agent. To remedy the situation, there has to be reform in the way a call center’s management team trains and treats its employees. A call center that understands even the basic needs of its employees is one whose performance will drive results.

One efficient tool for ensuring uniform training procedures across the entirety of a call center’s staff is eLearning. Managers and supervisors can use virtual learning systems to assign specific lessons to their staff members in order to provide timely and relevant training without the expensive cost and inconvenience of classroom sessions. eLearning programs, such as the software provided by Impact 360, displays the assigned coursework, the duration and objectives of each lesson, and the completion deadline, all in an employee’s desktop web browser. Proactive employees can go even further by assigning themselves lessons to continue learning on their own time. Implementing high-quality training procedures is excellent for building employee confidence, and as a result, they will produce better work and be more likely to demonstrate loyalty to their jobs.

Providing proper employee training is only the beginning of the battle, though. Call center management is as much about preparing employees to handle their jobs as it is about making the workplace run as efficiently as possible. It’s an extremely difficult task to try and accurately forecast the staffing needs for any given day in a customer service call center. Workforce optimization and management can be extremely complicated, depending on the size of the call center and the number of employees on staff. The immensity of optimization work is such that it is often beneficial to invest in software solutions for assistance, rather than do it manually. There are nuances to scheduling that require special attention: government regulations, mandatory breaks, meeting times, etc. The degree of difficulty with scheduling, just as with training, increases tenfold with larger workplaces. The trick is to not do it all yourself: use helpful tools whenever applicable. Doing so will save time and money in the long run.

Even something as interpersonal as coaching a call center staff can be enhanced with the aid of quality software. Solutions exist which integrate coaching with training and scorecards, thus providing guidance for improving employee work and enhancing performance. A supervisor who takes the time to coach and encourage good performers on his or her team is more likely to build a loyal staff and drive results. Training, scheduling, and continuous coaching are a Holy Trinity for running a good call center: reversing high turnover rates begins with bridging the gap between management and staff. The lines of communication must always be open and clear.

Going beyond the walls of the call center floor, however, it is also important to consider the feedback of the customers who the center’s staff is serving. Well-trained employees are better equipped to provide excellent service, but it is the voice of the customer that can make or break a business’s customer service reputation. Depending on the nature of the business which a call center is supporting, dissatisfied customers may take their frustrations to go write negative reviews on Google and social media sites. There are some preventative quality monitoring solutions to consider for this problem, the most notable of which is call recording. Recording calls is helpful not only for manually monitoring conversations between customer service representatives and customers, but also for eventually collecting data from a large database of recorded phone calls. Speech analytics solutions can help to identify words, phrases, and other verbal cues from collections containing thousands of calls. This information gives managers insight to help decrease costs and enhance products, processes, competitive advantages, etc. Furthermore, speech analytics can help to categorize and analyze call content to reveal why customers are calling in the first place.

When customers do talk about a business’s customer service on the Internet, it’s important that their comments are analyzed and responded to appropriately. Text analytics tools are able to capture feedback from multiple channels, interpret it in terms of business objectives, and use it to immediately affect change. Text-based communications such as Facebook, Twitter, surveys, news and review sites, etc. are rich with data that is useful to businesses who are looking to improve their products and services. Harvesting that information is key to maintaining a good reputation online. As the user base of social media platforms grows, the need for a positive online presence becomes increasingly vital.

Providing excellent customer service in a call center depends on strong relationships between the management, employees, and customers in order to achieve success. When management turns a blind eye to the training and scheduling of its employees, turnover rates skyrocket. If call center agents don’t listen to the needs of the customers, an entire company’s reputation is made to suffer. Communication is crucial and utilizing appropriate software solutions is essential. Without both, the work will be much more difficult than necessary.

Sources:
http://blog.logmycalls.com/bid/261236/Problems-Facing-Call-Centers
http://www.kovacorp.com/

Tommaso Mauro is a goal oriented leader adept at identifying opportunities and executing sales strategies to maximize results; Proven ability in consultative sales and business development on a domestic and international scale; Highly effective in organizational and problem solving skills that strengthen a company’s growth-oriented performance; Entrepreneurial spirit and expertise in building business relationships. Tommaso is currently Director of Sales at KOVA Corporation

Guest Post: What to look for when hiring Retention Customer Solution Sales Representatives? Hmm...

By: Michelle Valle

The position of Retention Representative is not an easy one.  It requires a little bit of customer service, sales and negotiating skills.  So who fits the mold?  Good question.

In this role, a rep will handle calls from people who are thinking about switching service providers. They will need to listen patiently and with empathy, track information, and apply consultative skills regarding our services/pricing and that of our competitors. Their knack for problem-solving will not only defuse situations, but point out new value and result in an up-sell.  As I like to simply state – How do you turn that NO into a YES? And bottom line – What is it going to take to retain your customer?

With that said, those three key skills listed above are essential – those who have wonderful customer service skills may not have the sales passion or those with sales skills may not be empathetic so its finding that right recipe with a little bit of this and a dash of that…  Also identifying – Who has the ability to build a connection with our customers within that short window of opportunity?  Who has that fire in the belly to not only meet their goals but want to exceed them?  Who has that passion to come to work every day and is ready to bring their “A” game every time they start their day? 

Some of my secret ingredients for my ideal rep are:
•    Patience
•    Willingness to sell
•    Problem solving/negotiating skills
•    Positive attitude
•    Flexibility
•    Dependability
•    Passion to help the customer
•    Ability to multi-task
•    Results oriented
•    Confident


So, if you have what it takes and can complete the recipe – please visit our career site and apply today for our Customer Solutions & Sales Representative position.

 

Always on the run between work, family, and trying to write romance novels, I always remember to have fun through all the craziness.  I love to laugh and that gets me through my toughest days.

I was born and raised in New York but now hang my cap in Raleigh, North Carolina and I support Time Warner’s Retention Call Center in Milwaukee, Wisconsin.  Recruitment is my passion and I love the challenge of recruiting top talent for our Retention Center while building wonderful relationships with my Milwaukee team.  My favorite thing to do is spend time with my family.  My second favorite is to read great novels and inspiring quotes.