What access channels should be opened up? What’s the nature of service you intend to provide? Beyond applying sound management principles, these decisions are yours...
Read More >>>Category Archives: Customer Experience
Customer Expectations of Service Delivery
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 >>>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 >>>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 >>>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 >>>“Press 1 for Frustration” Article
This article from Heather Kelly at The Washington Post is a great behind-the-scenes look at the challenges of reaching customer service when call volumes are...
Read More >>>Time-Tested Tips for Handling Tough Contacts
How equipped are your agents for those situations when something is going wrong? When customers are clearly upset? Here are some time-tested tips: If your...
Read More >>>GM Leverages AI in Social Customer Care
GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM...
Read More >>>Putting Yourself in Your Customers’ Shoes
Many of the most successful leaders I’ve worked with are uneasy depending on surveys and rolled-up data alone to tell them what’s really happening. They...
Read More >>>When Building Your Brand, Be Yourself
In a recent issue of The Edge of Service®, I relay my experience meeting actor and author Henry Winkler at a recent ICMI Conference. Winkler...
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