How to Meet Changing Customer Expectations
How to Boost Your Contact Center’s Value to the Organization
Contact centers have enormous potential to provide departments across the organization with valuable insight and support. This can include input on customers, products, services, and processes—information that, when captured and used, can transform your...Putting Yourself in Your Customers’ Shoes
Many of the best decisions you make as a customer service leader will come by putting yourself in your customers’ shoes, really seeing things as they do. In a recent LinkedIn Learning Course that I recorded, Customer Service Leadership, I include some...
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 inherent challenge, which has only become more difficult with the introduction of new channels...