Many organizations are learning firsthand that contact centers can play a central role in encouraging...

August 18, 2017

Empowering Employees to Be Customer Advocates

Lynda.com has given me the opportunity to record a few courses for their library. It’s been a great experience. One of the most recent courses...

August 16, 2017

New Technology: Leadership Is Essential

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach,...

August 11, 2017

Customer Strategy and Management Podcasts

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics...

August 9, 2017

Make the Most of Changing Customer Expectations

How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are...

August 3, 2017

5 Secrets to Quality Service

Recently, I recorded the Lynda.com course “Quality Standards in Customer Service.” Here is an excerpt from that course on five secrets to quality service. If...

July 25, 2017

Focus on What Really Matters

To many, optimization is synonymous with driving costs out of the business — moving contacts to lower-cost channels (self- service, etc.), reducing human contact with...

July 21, 2017

Leading a Distributed Team

July 19, 2017

Don’t Forget the Oboes

A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction. For example, some consulting organizations have...

July 7, 2017

Transform Knowledge into Intelligence and Support

As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input...

June 27, 2017