With the current economic challenges, many organizations are likely looking for ways to control costs as they serve customers. Done right, these efforts can succeed....
Read More >>>Category Archives: Leadership
“Press 1 for Frustration” Article
This article from Heather Kelly at The Washington Post is a great behind-the-scenes look at the challenges of reaching customer service when call volumes are...
Read More >>>Real-time Management: Level 2 and Beyond
These extraordinary times have impacted our lives in unimaginable ways. They have also impacted customer service in ways we might have never thought possible. For...
Read More >>>Building a Cohesive Virtual Team
Information and communications technologies have created organizations that span geography and time. Multi-site environments, cross-functional teams, and extended-hour or 24/7 operations are common contact center...
Read More >>>Customer Access Strategy as Playbook
Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University...
Read More >>>Customer Service Strategy: Avoid Common Pitfalls
Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point....
Read More >>>Employee Engagement: A Key Metric in All Service Environments
Employee engagement should be a key metric in all service environments. Research shows that employee...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>When Building Your Brand, Be Yourself
In a recent issue of The Edge of Service®, I relay my experience meeting actor and author Henry Winkler at a recent ICMI Conference. Winkler...
Read More >>>Contact Center Management on Fast Forward – Fourth Edition Now Available
It’s hard to believe that Contact Center Management on Fast Forward is in its fourth...
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