Category Archives: Customer Service
The Edge of Service® Newsletter, Issue 10: Beware Others' Benchmarks
The Edge of Service® Newsletter, Issue 10: Beware Others’ Benchmarks Let me begin with a...
Read More >>>Rules of the Road for Recruiting and Hiring
When to Begin Forecasting and Planning Chat
Social Media Presence vs. Social Media Customer Care
According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally...
Read More >>>What Are Your Customers' Priorities?
In a recent survey conducted by IntelliResponse, customers chose efficiency over personalization. Of the 1,000 US online consumers who were surveyed, 59% said they want...
Read More >>>Three Questions that Help Define Contact Center Workload
One of the tenants of running an effective contact center is that you forecast and manage the totality of the center’s workload. Even in organizations...
Read More >>>Making Good Decisions
One thing we all have in common as leaders and managers is the challenge of making good decisions. And (probably no surprise), there’s a strong...
Read More >>>Retaining the ‘Right’ Customers
The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing
The Edge of Service® Newsletter, Issue 9: How “Waiting in Line” Is Changing If you...
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