10 Things Every Customer Service Strategy Must Have
The Edge of Service: Issue 70 Most organizations have a customer service strategy, at least in pieces. But too often, it is undocumented, outdated, or scattered across departments. That is risky, especially as AI, customer expectations, competitors, and service...
Quality Standards in Customer Service
The Edge of Service: Issue 69 What does quality mean in customer service? What are standards and where do they come from? Standards refer to the requirements, specifications, guidelines or characteristics established for customer service. They should reflect and...
Becoming a Transformational Contact Center Leader
The Edge of Service: Issue 68 I walked into the meeting alongside the contact center director. She was concerned that the company’s senior level leaders would see all the wrong things in the numbers. And at first glance, they sure didn’t look good. Average handle time...
Ghosting Is Bad Business (Here’s Why)
The Edge of Service: Issue 67 Think ghosting is saving your organization time and resources? It may be quietly costing you far more than you realize. Ghosting, in a professional setting, is when an organization or individual simply stops communicating: no closure, no...