The contact center profession has come a long way in recent years. Customer expectations are...
Read More >>>Category Archives: Customer Access Strategy
Staffing for Weekends
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s...
Read More >>>Great Service Is a Leadership Responsibility
Recently, I gave a presentation at the Tugboat Institute Summit. The talk focused on how great service must emanate from the top. No matter how...
Read More >>>The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience
The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m...
Read More >>>Developing a Mobile Customer Access Strategy
How Long Will Your Customers Wait for Service?
Staffing for Mobile
The Best-Managed Contact Centers: #4 – They Build Plans and Services around Evolving Customer Expectations
One of the most critical — and difficult — aspects of managing a contact center...
Read More >>>Are Your Mobile Apps Ready for Prime Time?
Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime...
Read More >>>Smartphone Statistics
Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for...
Read More >>>The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an...
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