Will Contact Center Fundamentals Change?
The technologies powering today’s always-on world, along with fast-evolving customer expectations, are dramatically changing the nature of how products and services are provided and supported. Many leaders are wondering where the trends and developments are taking us....
Stories from the Field: Improving the Service Process
Focusing on improvements at the process level is so powerful. I once did some work for a company that provides software packages for businesses, and I spent some time in their customer support area, the team that provides technical support to customers. A lot of...
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 progress along the way is essential...
10 Components of a Customer Access Strategy
Whether you’re a one person building contractor, a technology start-up, a government agency, or a global airline, you need a customer access strategy that defines how your organization will interact with customers. An effective...