Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components...
Read More >>>Category Archives: Customer Service
Social Customer Care: Listen, Learn, and Dialogue
Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into...
Read More >>>How Long Will Your Customers Wait for Service?
Strengthen Ties Across the Organization
Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties....
Read More >>>The Truth About Objectives for Abandonment
A Way of Doing Business
One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn,...
Read More >>>Encouraging Customers to Use Self-Service
Calibration Is Key to Improving Quality
Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect...
Read More >>>Don’t Leave Culture to Chance
Caution: Don’t View Contact Center Performance Measures in Isolation
Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost...
Read More >>>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...
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