Rewind the clock about ten years, and you’d find top level managers in many organizations, along with most industry pundits, predicting that front line managers...
Read More >>>Category Archives: Customer Service
Boosting the Strategic Value of Your Customer Service Operation
The Single Customer View – Myth or Reality
“Is the Single Customer View a realistic ambition or just a pipe dream talked about at conferences?” That’s the question asked in the latest CCE...
Read More >>>The Best Managed Contact Centers: #10 – They Build an Effective Organization
Successful contact center leaders design an organizational structure that facilitates collaboration among and across job...
Read More >>>The Influencers Customer Service Report
Recently, I was reminded about a report that OneReach put together in October. They asked 63 customer service influencers to answer the question “What’s the best...
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 >>>The Problem with Daily Averages (and the Solution)
The Best Managed Contact Centers: #9 – They Get the Budget and Support They Need
Far too many contact centers are operating under the auspices of, “OK, here are the...
Read More >>>The Measures Every Contact Center Should Have
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant...
Read More >>>The Definition of Customer Experience
This week, I was invited to share my definition of customer experience for CallCentre.co.uk by Hannah Brewer in her “ask the experts” article. You can...
Read More >>>Cutting Costs with Minimum Impact on Customers
The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission
New technologies are not passive — they are changing customer expectations, causing reallocations of resources,...
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