First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer...
Read More >>>Category Archives: Customer Experience
3 Ways the Contact Center Contributes to Customer Experience
Defining Quality in Customer Service
What does quality mean in customer service? What are standards and where do they come from? Take 5 minutes to explore these questions and learn...
Read More >>>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 >>>Three Major Customer Service Trends
We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization. If you...
Read More >>>The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World
The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always...
Read More >>>Building a Customer Service Ecosystem
Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components...
Read More >>>Social Customer Care: Listen, Learn, and Dialogue
Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into...
Read More >>>How Long Will Your Customers Wait for Service?
Encouraging Customers to Use Self-Service
How Do You Define Great Customer Service?
Erica Strother Marois recently put together a video for ICMI following ICMI’s Contact Center Expo and Conference. In the video, some of the conference speakers answer...
Read More >>>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...
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