Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost...
Read More >>>Category Archives: Customer Service
Improvements Must Be Ongoing
Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent...
Read More >>>Improving ROI on Quality Monitoring
Cultivating Effective Communication, Part 2
This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop...
Read More >>>Cultivating Effective Communication, Part 1
Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion,...
Read More >>>Keeping Up with Customer Service Developments
5 Secrets of Accurate Scheduling in Today’s Contact Center
How Do You Define Great Customer Service?
Erica Strother Marois recently put together a video for ICMI following ICMI’s Contact Center Expo and Conference. In the video, some of the conference speakers answer...
Read More >>>Service Level: Realistic Targets, Taken Seriously
If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level....
Read More >>>eCornell Videos: For the First Time Ever, the Customer Is in Control
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s...
Read More >>>eCornell Videos: Anticipating Customer Needs
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the fourth of five videos. You can view the first...
Read More >>>Great Customer Service on a Shoestring Budget
The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. The Institute’s Evergreen Journal recently published an article I wrote on...
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