Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging...
Read More >>>Yearly Archives: 2015
Be Careful When Interpreting Benchmarks
A Way of Doing Business
One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn,...
Read More >>>So Many Ways to Interact with Customers
If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral...
Read More >>>Interview on Building a Customer Service Ecosystem
New Speaking Demo, New Era of Customer Relationships
How’s Your Mobile Customer Support?
Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. 1.4 Billion smartphone shipments expected in 2015,...
Read More >>>Leading a Distributed Team
“You have to serve…like nobody else does.”
Here’s a quotation worth discussing with your team. “Manufacturers are struggling all over the place to call themselves a manufacturer, when in reality there’s a...
Read More >>>How Long Will Your Customers Wait for Service?
Consumer vs. Corporate Perception – A Clear Disconnect
Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that...
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