Category Archives: Leadership
Article on Customer Service Trends
Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de...
Read More >>>Gauge the Effectiveness of Your Customer Service Strategy
Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I’ve observed...
Read More >>>Does Your Executive Team Understand Staffing Tradeoffs?
Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource...
Read More >>>Cutting Costs with Minimum Impact on Customers
The Importance of Humans in an AI World
In May, I was delighted to participate in ICMI’s Contact Center Expo. In one of my talks, I addressed the importance of the human touch...
Read More >>>Customer Service Matters – Some Stats to Support Your Efforts
Customer service matters. It matters to customers and more and more statistics are showing just...
Read More >>>How Customer Service Drives Innovation
Recently I had the opportunity to visit the Australia Zoo, which is owned by the family of the late Steve Irwin. Irwin’s documentaries on wildlife...
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 >>>Tech Leadership – For Non Techies
There are many technologies that can support and enable customer service. Many. A ton. And there are myriad decisions to be made around suppliers and...
Read More >>>Motivation and Engagement: Your Leadership Matters
Thoughts on Customer Experience, Agent Skills and Artificial Intelligence
The ICMI Contact Center Expo in Fort Lauderdale, Florida is coming up quickly from May...
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