On a recent trip to the Bahamas, I was reminded of the importance of an effective service strategy. As a customer service professional, it’s easy...
Read More >>>Category Archives: Contact Center
Culture as a Leadership Responsibility
Insight on Bots, Human Agents and the Future of Customer Service
Recently, I was interviewed by Convo, a publication of NewVoiceMedia. The focus of the interview...
Read More >>>Offer More Consistent Customer Service with Accurate Workload Forecasts
Everything to do with getting resources right in a contact center begins with predicting what...
Read More >>>Managing Customer Feedback – as It Happens
An important aspect of building customer relationships is managing customer feedback. This includes both short- and long-term objectives: it involves responding to feedback as it...
Read More >>>7 Suggestions for Improving Schedule Adherence
Employee Engagement Statistics
Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged,...
Read More >>>The Strategic Value of Customer Service
There are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. Only a small percent of organizations...
Read More >>>The Edge of Service® Newsletter, Issue 28: Motivation: Removing the Barriers
Dave Koz, the recognized jazz saxophonist and composer, has received nine GRAMMY nominations and has...
Read More >>>The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission
New technologies are not passive — they are changing customer expectations, causing reallocations of resources,...
Read More >>>5 Secrets of Accurate Scheduling in Today’s Contact Center
The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process
Contact centers that consistently get the best results view the operation as a total process....
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