Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be...
Read More >>>Category Archives: Contact Center
It’s Time to Build Your Customer Service Strategy
Customer service strategies are different from one organization to the next, but in every successful organization, they serve as a bridge between the organization’s vision...
Read More >>>Contact Center Management on Fast Forward receives Best Customer Experience Books of All Time award
It’s been almost 25 years since the first edition of Contact Center Management on Fast...
Read More >>>Quality Standards for Customer Service: Common Misconceptions
I’ve found there are several common misconceptions that can hamper the development and use of...
Read More >>>Champion the Customer: Make It Easy, Make It Happen, Show You Care
One of my newest LinkedIn Learning courses, Championing the Customer in Everything You Do, outlines...
Read More >>>A New Wave of Work Is Coming to Contact Centers
Epiphanies can come from the most unexpected sources. My wife Kirsten and I recently spent some time in the London area. It was to be...
Read More >>>Boosting the Strategic Value of Customer Interaction
Delivering effective customer service is not a program, a back office function or an initiative – it’s a way of doing business that produces value...
Read More >>>Celebrate—Often!
Would you go to a game and wait until your team won to cheer? Building an organization (or division, function, or team) that consistently delivers great customer experiences takes focus, work and unwavering commitment. Celebrating...
Read More >>>Thriving in the Midst of Change: A Practical Guide for Contact Center Leaders
What standout cultural trait do you see in the most effective contact centers? It’s a...
Read More >>>The Biden Administration’s “Time is Money” Initiative
Bad customer experiences invite costly regulation. These compliance costs and liability risks are unnecessary burdens...
Read More >>>Empowering Employees as Customer Advocates: Overcoming Barriers
The idea of empowering employees to be customer advocates sounds great to many leaders—in concept....
Read More >>>Using AI in Customer Service: Steps for Seamless Integration
As customers, we’ve all experienced technologies that aren’t helpful or that create even higher levels of frustration. They offer many options, just none that we...
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