What does quality mean in customer service? What are standards and where do they come from? Take 5 minutes to explore these questions and learn how you can define quality standards in one of my Lynda.com videos. The entire course is titled Quality Standards in...
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 when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip...
Kathryn Kemp Guylay recently interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can listen here or on iTunes.
ICMI recently put together the e-book Expert Insights on 8 of your Biggest Contact Center Challenges, featuring the ICMI Top 50 Thought Leaders. You’ll find thoughtful guidance on topics ranging from employee engagement to VOC data to defining quality....
Are you looking for a way to incorporate long-term improvement into your team meetings? Take a few minutes during your next team meeting to watch a brief video on customer service and then discuss it as a group. Too often team meetings focus on urgent problems at the...
