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 the question “How do you define great customer service?” The answers provide...
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 video at Delivering Consistent Service, the second at Retaining the Right Customers and the third at Empowering Agents with the...
Great Customer Service on a Shoestring Budget
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 delivering great customer service. It includes four...