As 2024 comes to a close, take some time to reflect on your customer service strategic direction. Is there a secret to ensuring that your...
Read More >>>Category Archives: Leadership
A New Wave of Work Is Coming to Contact Centers
Epiphanies can come from the most unexpected sources. My wife Kirsten and I recently spent some time in the London area. It was to be...
Read More >>>The Power of Employee Engagement
The impact of employee engagement is incredible. Engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according...
Read More >>>Customer Advocacy: The Secret Sauce
There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy,...
Read More >>>Aligning Service with Vision and Mission
Too often, I’ll see a vision or mission statement on an entry wall, but then observe very different priorities in day-to-day operations. We put our...
Read More >>>Boosting the Strategic Value of Customer Interaction
Delivering effective customer service is not a program, a back office function or an initiative – it’s a way of doing business that produces value...
Read More >>>Powerful Lessons in Innovation
Recently, I got to live out a lifelong dream of mine. The experience taught me some unexpected and powerful lessons on innovation and quality. The innovation...
Read More >>>Managing Customer Feedback in Real Time
Managing customer feedback includes both short and long term objectives. It involves responding to feedback as it occurs and collecting and analyzing feedback from many...
Read More >>>Celebrate—Often!
Would you go to a game and wait until your team won to cheer? Building an organization (or division, function, or team) that consistently delivers great customer experiences takes focus, work and unwavering commitment. Celebrating...
Read More >>>Harnessing Customer Service for Product Innovation
When data from customer service interactions is captured and shared and acted on, the entire organization benefits. Customer service can help the organization pinpoint and...
Read More >>>Thriving in the Midst of Change: A Practical Guide for Contact Center Leaders
What standout cultural trait do you see in the most effective contact centers? It’s a...
Read More >>>Knowing Your Customers
How do you know what a customer needs? There are many sources of customer information and each has an important story to tell. To learn...
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