Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. Simple, right? But wait, aren’t...
Read More >>>Category Archives: Contact Center
Identifying Root Causes
Have you ever heard or been part of this conversation: I thought we fixed that problem, why are we talking about it again? Chances are,...
Read More >>>How to Balance Service and Cost in the Contact Center
Back in December, I had the pleasure of being interviewed by Jeff Toister, a customer service consultant based in San Diego. The interview touched on...
Read More >>>Enabling a Supporting Culture
Studies show a strong link between engaged employees and higher levels of productivity and profitability. In one example, Gallup found that companies ranked in the...
Read More >>>Empower Your Workforce to Fix Things for Customers
Real-time management is often viewed as a matter of responding to workload quantities. What’s often missed in these discussions is how to respond to the...
Read More >>>In Customer Service Timing Is Critical
The right place at the right time. It’s a common phrase, but in customer service, it matters more than ever. Timing is critical. In customer...
Read More >>>Does Your Executive Team Understand Staffing Tradeoffs?
Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource...
Read More >>>Knowing Your Customers
How do you know what a customer needs? If you mention customer advocacy and pose that question many executives will say, “Well they tell us,...
Read More >>>Guidance for Customers
During a time when customer service wait times are longer than usual, here’s a short broadcast that played in local TV markets:
Read More >>>Developing – or Reconsidering – Your Service Strategy
In these unprecedented times, you may find yourself rethinking your organization’s strategy for serving your...
Read More >>>What to Say to Angry Customers
With the current crisis, contact center representatives are grappling with heightened workloads and anxious customers. It takes practice to find ways to ensure your impact...
Read More >>>Controlling Contact Center Costs the Right Way
With the current economic challenges, many organizations are likely looking for ways to control costs as they serve customers. Done right, these efforts can succeed....
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