Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way...
Read More >>>Category Archives: Leadership
Great Customer Service on a Shoestring Budget
The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. Recently, I was reminded of an article the Institute’s Evergreen...
Read More >>>Ensuring Quality Standards Count
How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are...
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 >>>Skills-Based Routing: 5 Common Problems You Can Avoid
The Measures Every Contact Center Should Have
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant...
Read More >>>Cultivating a Customer-Focused Culture
The number one key to sustaining great service is culture. The culture of doing the daily hard work to focus on what’s best for customers....
Read More >>>12 Principles for Building Profitable Customer Relationships
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately,...
Read More >>>10 Things Senior Leaders Should Know About Contact Centers
A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill...
Read More >>>Boosting the Strategic Value of Customer Interactions
One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization....
Read More >>>Managing a Contact Center: The Immutable Laws
For contact centers to deliver great service they need to get the right resources in the right places at the right times. This is no...
Read More >>>Strategy Drives Structure
Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access...
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