Erica Strother Marios with ICMI recently put together a slide show on ten key customer expectations (as described in Call Center Management on Fast Forward)....
Read More >>>Category Archives: Customer Service
Four Keys to Retaining Millennial Customers
It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry,...
Read More >>>The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement
The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe...
Read More >>>Putting Abandonment in Perspective
In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what...
Read More >>>Connecting Hiring, Training and Coaching
Documenting Your Customer Access Strategy
Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various...
Read More >>>Cell Phone Inventor Predicts the Next Big Thing
According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And...
Read More >>>Leaders Need to Spend Time on the Frontline
The Best Managed Contact Centers: #12 – They See the Possibilities
The contact center profession has come a long way in recent years. Customer expectations are...
Read More >>>Focus on the Next Three Hours
Recently, I was invited to participate in Jim Rembach’s FastLeader Show Podcast. It was a great experience and gave me the opportunity to reflect on...
Read More >>>Interpreting Benchmarks
The Best Managed Contact Centers: #11 – They Are Willing to Experiment
The most successful contact center teams continually review and reassess how they do things and...
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