Customer Advocacy: Internal or External…or Both?
In recent years, customer advocacy has been a hot topic in marketing and customer service circles. But if you do a search on the term, you’ll find two very different definitions. One is an internal perspective: focusing the organization on what’s best for customers,...
Eliminate 5 Damaging Customer Service Frustrations
When my iPhone battery life began to diminish, I searched for “Apple support phone number.” While Apple doesn’t hide their phone number, I scrolled down the page to see what other options were available. It was a Monday morning, and I knew they would be busy. I...
Digital Literacy: How to Train Agents to Work Alongside AI Tools
Recently, I spoke to Megan Jones of Call Centre Helper Magazine about how to train agents to work alongside AI tools. We had a great discussion that included answers to these questions: Are most organizations doing what they need to do to successfully train agents to...
Really Listening to Customers: Your Strategic Advantage
This article was originally published earlier this month at ICMI. I get it. “Listen to customers” has become an oft-repeated cliché — and one that often seems to collide with daily reality. Customer feedback isn’t always positive, easy to hear or...