The Single Customer View – Myth or Reality
“Is the Single Customer View a realistic ambition or just a pipe dream talked about at conferences?” That’s the question asked in the latest CCE Board of Experts “ask the experts” article by Hannah Brewer. Note: This article is no longer available. You can find...
The Best Managed Contact Centers: #10 – They Build an Effective Organization
Successful contact center leaders design an organizational structure that facilitates collaboration among and across job roles and business units. They tap into the principles of good organizational design and revisit their structure often. They continually work on...
The Influencers Customer Service Report
Recently, I was reminded about a report that OneReach put together in October. They asked 63 customer service influencers to answer the question “What’s the best way to improve customer service?” The resulting report provides food for thought from multiple...
Staffing for Weekends
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip...