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 >>>Category Archives: Customer Experience
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 >>>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...
Read More >>>Boosting the Strategic Value of Customer Interaction
One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization....
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 >>>Make the Most of Changing Customer Expectations
How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are...
Read More >>>The Contact Center’s Role in Building Self-Service Channels
Many organizations are learning firsthand that contact centers can play a central role in encouraging...
Read More >>>Adherence to Schedule Tips
Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to...
Read More >>>The Most Important Development in Customer Service
Perspective on First-Contact Resolution
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...
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