Efficiency vs. Business Value
The Two Key Agent Performance Objectives
Establishing the Right Measures and Objectives
Why Do We Need Good Service Across The Board?
Consumer's Perspective: A Dozen Ways to Get Better Service
I am often asked, both by individuals and journalists who cover consumer-oriented topics, what consumers...
Read More >>>Mobile Customer Service: New Statistics from ICMI
Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of...
Read More >>>Alexander Graham Bell Turns 166
Alexander Graham Bell, inventor of the telephone, would have turned 166 this weekend (March 3). Happy birthday, Mr. Graham. Interesting factoid: Years later, in retrospect,...
Read More >>>Brands that Generate Buzz: YouGov Rankings
So this is kindof interesting… here are YouGov’s U.S. Top Buzz Rankings. According to YouGov, “brands were rated using rated using YouGov BrandIndex’s Buzz score...
Read More >>>Customer Experience is (Much!) More than "Customer Service"
After wrapping up some work in California one morning, I flew to Maryland—a 4.5 hour...
Read More >>>Wait… That's Cheating!
I recall a consulting assignment for the customer service operation of a large utility, with a client base in the millions. They handled thousands of...
Read More >>>Consider Posting Customer Service Statistics
Posting statistics on your customer services can be smart move. It tells your customers that you care, emphasizes important aspects of performance, provides your team...
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