Several videos I recorded for eCornell are as pertinent today as they were then. Here’s...
Read More >>>Category Archives: Contact Center
eCornell Videos: Anticipating Customer Needs
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the fourth of five videos. You can view the first...
Read More >>>Great Customer Service on a Shoestring Budget
The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. The Institute’s Evergreen Journal recently published an article I wrote on...
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 >>>eCornell Videos: Empowering Agents with the Right Information and Training
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s...
Read More >>>Summary of Customer Service Research
Sharpen has pulled together research and articles from various sources to summarize opportunities for improvement in customer service. Their conclusions include: The demand for omni-channel...
Read More >>>eCornell Videos: Retaining the “Right” Customers
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the second of five videos. You can view the first...
Read More >>>eCornell Videos: Delivering Consistent Service
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the first of five videos.
Read More >>>Customer Strategy and Management Podcasts
If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics...
Read More >>>The Measures Every Contact Center Should Have
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant...
Read More >>>Building Brand Engagement with Multichannel Services
The 12 Principles for Building Profitable Customer Relationships
Over the past decade, ICMI has studied, codified and periodically published a summary of the...
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