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...
Read More >>>Category Archives: Customer Service
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...
Read More >>>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...
Read More >>>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...
Read More >>>Leading a Distributed Team
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...
Read More >>>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...
Read More >>>Revisiting Your Service Level Objectives
Agent Performance Standards: Keep It Simple
In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted...
Read More >>>Building a Culture of Engaged Employees
10 Causes of Inaccurate Forecasts (and How to Avoid Them)
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good...
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