Want to improve customer service? Look at your processes
Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set...
From Contact Center to “Insight Center”
Lutron, a global electronics company, is a major player in the Internet of things (Iot) and connected home markets. Products include control systems for lighting, ceiling fans, shading and others, which can be controlled from smartphones, voice assistants (such as...
Service Metrics for Accessibility and Quality
Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with quality, you’ll have a higher level of waste and rework, time...
The best way to improve employee engagement
When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement. I don’t know of...