AI has emerged as a game changer in customer service. However, successful adoption requires you to effectively train and manage the human teams that work...
Read More >>>Category Archives: LinkedIn Learning
Connect the Dots with a Three-Layered CX Dashboard
You probably have a ton of data on customers, products, services, and processes. A customer experience dashboard will help you cut through the clutter and...
Read More >>>It’s Time to Build Your Customer Service Strategy
Customer service strategies are different from one organization to the next, but in every successful organization, they serve as a bridge between the organization’s vision...
Read More >>>Quality Standards for Customer Service: Common Misconceptions
I’ve found there are several common misconceptions that can hamper the development and use of...
Read More >>>Effective Customer Service Strategies: 4 Key Factors
As 2024 comes to a close, take some time to reflect on your customer service strategic direction. Is there a secret to ensuring that your...
Read More >>>Champion the Customer: Make It Easy, Make It Happen, Show You Care
One of my newest LinkedIn Learning courses, Championing the Customer in Everything You Do, outlines...
Read More >>>Reframing Customer Service: Three Levels of Value
Customer service is only part of customer experience, but it’s a vital and strategic part. When effective, customer service makes it easy for customers to...
Read More >>>Using AI in Customer Service: Steps for Seamless Integration
As customers, we’ve all experienced technologies that aren’t helpful or that create even higher levels of frustration. They offer many options, just none that we...
Read More >>>The Seven Factors of Customer Tolerance
Customer tolerance influences how long customers will wait, how many give up and leave, whether they try alternatives, and how they feel about the experience....
Read More >>>The Contact Center as a System of Causes
Thinking about how to improve the quality and productivity of your contact center can be overwhelming. There are so many components that make up the...
Read More >>>Rallying Support for Customer Experience Investments
An essential step in building momentum and being an effective customer experience leader is making the case for ongoing funding and specific investments. I encourage...
Read More >>>The Highest Level of Customer Service Leadership
Professor Jim Collins and his team of researchers for the book Good to Great identified what they call Level 5 Leadership. The greatest leaders are...
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