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 >>>Category Archives: Leadership
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...
Read More >>>How Effective Is Your Service Strategy?
On a recent trip to the Bahamas, I was reminded of the importance of an effective service strategy. As a customer service professional, it’s easy...
Read More >>>Managing Customer Feedback – as It Happens
An important aspect of building customer relationships is managing customer feedback. This includes both short- and long-term objectives: it involves responding to feedback as it...
Read More >>>Employee Engagement Statistics
Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged,...
Read More >>>The Strategic Value of Customer Service
There are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. Only a small percent of organizations...
Read More >>>The Edge of Service® Newsletter, Issue 28: Motivation: Removing the Barriers
Dave Koz, the recognized jazz saxophonist and composer, has received nine GRAMMY nominations and has...
Read More >>>The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission
New technologies are not passive — they are changing customer expectations, causing reallocations of resources,...
Read More >>>The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process
Contact centers that consistently get the best results view the operation as a total process....
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