Contact Center Management on Fast Forward receives Best Customer Experience Books of All Time award
It’s been almost 25 years since the first edition of Contact Center Management on Fast Forward was introduced. The response surpassed our highest expectations, and we were excited and grateful to see the book reach so many corners of the world. The book, now in...
Quality Standards for Customer Service: Common Misconceptions
I’ve found there are several common misconceptions that can hamper the development and use of quality standards. One common misconception is that quality standards are overly rigid and scripted. Another common misconception is that quality standards for customer...
Build Customer Insight into Your Vision
A clear vision, well communicated and continually reinforced by you, is essential to engaging your employees, aligning objectives, and driving action. I have colleagues who are huge fans of eyewear retailer Warby Parker. Warby Parker is renowned for exceptional...
Effective Customer Service Strategies: 4 Key Factors
As 2024 comes to a close, take some time to reflect on your customer service strategic direction. Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I’ve...