Hands-on Leadership
One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top. For example: Among other endeavors, Dan Gilbert is the founder and chairman of Quicken Loans, the...
Quality and First-Contact Resolution: From the Agent’s Perspective
Quality and first contact resolution are essential aspects of effective service. Handling contacts with quality is at the heart of a customer service agent’s role in the organization. First contact resolution is an outcome of quality, really an extension. Better...
The Edge of Service: Principles of Effective Budgeting
It’s that time of the year, and as you head into budgets and budget presentations, I encourage you to make them as complete as they need to be — but as brief and to the point as possible. In a recent issue of The Edge of Service®, I include an excerpt from one...
Putting Yourself in Your Customers’ Shoes
Many of the most successful leaders I’ve worked with are uneasy depending on surveys and rolled-up data alone to tell them what’s really happening. They want to put themselves in their customers’ shoes. They want to see the organization, products,...