Contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making staffing decisions...
Read More >>>Category Archives: Customer Service
Leaders Need to Spend Time on the Frontline
Traits of the Best Leaders
Often I am asked what I look for in leadership. The question is usually something like, “You go into a lot of different organizations and...
Read More >>>Connecting Hiring, Training and Coaching
Defining Quality in Customer Service
What does quality mean in customer service? What are standards and where do they come from? Take 5 minutes to explore these questions and learn...
Read More >>>Staffing for Weekends
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s...
Read More >>>Boosting the Strategic Value of Your Customer Service Operation
Be There for Your Customers Podcast
Kathryn Kemp Guylay recently interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You...
Read More >>>Expert Insight from ICMI Thought Leaders
ICMI recently put together the e-book Expert Insights on 8 of your Biggest Contact Center Challenges, featuring the ICMI Top 50 Thought Leaders. You’ll find...
Read More >>>Videos to Spark Discussion
Are you looking for a way to incorporate long-term improvement into your team meetings? Take a few minutes during your next team meeting to watch...
Read More >>>Improving the Accuracy of Schedules
Three Major Customer Service Trends
We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization. If you...
Read More >>>