How equipped are your agents for those situations when something is going wrong? When customers are clearly upset? Here are some time-tested tips: If your...
Read More >>>Category Archives: Customer Service
Employee Engagement: A Key Metric in All Service Environments
Employee engagement should be a key metric in all service environments. Research shows that employee...
Read More >>>GM Leverages AI in Social Customer Care
GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM...
Read More >>>Contact Center Scheduling Can Be Creative and Collaborative
It’s a new year and a great time to reflect on challenges in your contact center. Chances are that if you’ve managed a contact center...
Read More >>>Hands-on Leadership
One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top. For example: Among other endeavors, Dan Gilbert is...
Read More >>>Quality and First-Contact Resolution: From the Agent’s Perspective
Quality and first contact resolution are essential aspects of effective service. Handling contacts with quality...
Read More >>>The Edge of Service: Principles of Effective Budgeting
It’s that time of the year, and as you head into budgets and budget presentations, I encourage you to make them as complete as they...
Read More >>>Putting Yourself in Your Customers’ Shoes
Many of the most successful leaders I’ve worked with are uneasy depending on surveys and rolled-up data alone to tell them what’s really happening. They...
Read More >>>When Building Your Brand, Be Yourself
In a recent issue of The Edge of Service®, I relay my experience meeting actor and author Henry Winkler at a recent ICMI Conference. Winkler...
Read More >>>Contact Center Management on Fast Forward – Fourth Edition Now Available
It’s hard to believe that Contact Center Management on Fast Forward is in its fourth...
Read More >>>Keeping Your Customer Advocates Engaged
Our customer advocates trust us. If they didn’t, they wouldn’t be advocates. They want that trust to continue and we need to do our part...
Read More >>>12 Principles for Building Profitable Customer Relationships
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately,...
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