There are three immutable laws at work in contact centers that you must keep in mind. They’re always present. Understanding them will help you establish...
Read More >>>Category Archives: Customer Service
The biggest barrier to improving customer experience
Whether you lead a team, department, division, or organization, customer experience leadership has never been more important. The challenges of finding and keeping the right...
Read More >>>Prioritizing service improvements
As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources...
Read More >>>Being available for customers
One of the biggest challenges in many organizations is that the work arrives randomly from moment to moment. That’s true in a restaurant, a retail...
Read More >>>Calculating referred customer value
Customers who are referred to a business tend to spend more than customers who come in from marketing. As one marketing professional put it to...
Read More >>>3 Surprising Facts About Customer Experience
Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs,...
Read More >>>The importance of effective service strategy
Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging...
Read More >>>Alternatives – and cautions – when measuring quality
Why is it that professional sports teams put so much focus on tracking statistics? They...
Read More >>>Good Governance Boosts Customer Experience Innovation
The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound...
Read More >>>Ensuring service metrics are SMART
Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair,...
Read More >>>The Pros and Cons of Virtual Queues
Many contact centers are grappling with labor shortages, surging workloads, or a brutal combination of both. The resource mismatches have resulted in long wait times...
Read More >>>Cross-functional benefits of customer advocacy
Customer advocacy is most effective when the entire organization works together to do what’s best for customers. That’s great for customers, of course, and the...
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