Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged,...
Read More >>>Category Archives: Customer Service
The Strategic Value of Customer Service
There are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. Only a small percent of organizations...
Read More >>>The Edge of Service® Newsletter, Issue 28: Motivation: Removing the Barriers
Dave Koz, the recognized jazz saxophonist and composer, has received nine GRAMMY nominations and has...
Read More >>>The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission
New technologies are not passive — they are changing customer expectations, causing reallocations of resources,...
Read More >>>5 Secrets of Accurate Scheduling in Today’s Contact Center
The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process
Contact centers that consistently get the best results view the operation as a total process....
Read More >>>Establishing an Overall Objective for Quality Service
Is it a good idea to establish an overall measure of quality service? I believe so, but there are some cautions, and some traps to...
Read More >>>Leaders Need to Spend Time on the Frontline
The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics
Contact center measurements are plentiful and it’s easy to get buried in information. The contact...
Read More >>>The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process
Effective planning is a central theme in the best contact centers. A major objective of...
Read More >>>Aligning the Organization to Deliver the Best Possible Customer Experience
The Best-Managed Contact Centers: #4 – They Build Plans and Services Around Evolving Customer Expectations
One of the most critical — and difficult — aspects of managing a contact center...
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