Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair,...
Read More >>>Category Archives: Contact Center
The Pros and Cons of Virtual Queues
Many contact centers are grappling with labor shortages, surging workloads, or a brutal combination of both. The resource mismatches have resulted in long wait times...
Read More >>>Cross-functional benefits of customer advocacy
Customer advocacy is most effective when the entire organization works together to do what’s best for customers. That’s great for customers, of course, and the...
Read More >>>Leveraging technology for improved customer experience
With a clear vision and sound processes, the right technology solutions for your customer experience efforts tend to come into focus. Some improvements will be...
Read More >>>Avoiding pitfalls when managing customer feedback
There are vast differences in how organizations are collecting and using customer feedback, and some are far more effective than others. Your approach to managing...
Read More >>>7 Ways to See Your Business from Your Customers’ Perspective
The most successful leaders don’t rely solely on data to tell them what’s happening. They...
Read More >>>What true motivation is (and is not)
As a leader you have to be able to motivate your team members. In fact you probably need to be able to motivate others well...
Read More >>>Equipping Your Agents to Be Customer Advocates
Customer advocacy is a hot topic in marketing and customer experience circles—and especially so following the economic upheavals of 2020 and 2021. Many of today’s...
Read More >>>Execute a Voice of the Customer Strategy
Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees,...
Read More >>>Embarking on new customer experience initiatives? Avoid common pitfalls
“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a...
Read More >>>Customer Service Excellence
Recently, I gave a presentation at the Tugboat Institute Gathering of Teams. The talk focused on common missed opportunities in customer service as well as...
Read More >>>5 Universal Customer Frustrations
Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish, I found myself on Apple’s...
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