When a strategy goes out of date, decisions become fragmented and results begin to suffer. Effective leaders know how to develop strategies that don’t go...
Read More >>>Category Archives: LinkedIn Learning
Customer Advocacy: Harnessing Service and Operations
It’s a smart move and highly recommended for any organization to instill the principles of customer advocacy in the customer service and operations functions. Unfortunately...
Read More >>>Boosting the Value of Customer Service
Ensuring that your organization is getting maximum benefit from the effort and investments you’re putting into customer service is an important leadership opportunity. In this...
Read More >>>Using Strategy to Guide Decisions and Direction
Organizations that consistently use their strategies to help guide decisions tend to go from strength to strength. They make better decisions and then have a...
Read More >>>Identifying Root Causes
Have you ever heard or been part of this conversation: I thought we fixed that problem, why are we talking about it again? Chances are,...
Read More >>>Enabling a Supporting Culture
Studies show a strong link between engaged employees and higher levels of productivity and profitability. In one example, Gallup found that companies ranked in the...
Read More >>>In Customer Service Timing Is Critical
The right place at the right time. It’s a common phrase, but in customer service, it matters more than ever. Timing is critical. In customer...
Read More >>>Removing Barriers to Employee Motivation and Engagement
Incentives, rewards, and other motivational tactics rarely work for long or have limited impact, but you can implement strategies that knock down barriers to great...
Read More >>>Customer Service Strategy: Avoid Common Pitfalls
Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point....
Read More >>>Employee Engagement: A Key Metric in All Service Environments
Employee engagement should be a key metric in all service environments. Research shows that employee...
Read More >>>Contact Center Scheduling Can Be Creative and Collaborative
It’s a new year and a great time to reflect on challenges in your contact center. Chances are that if you’ve managed a contact center...
Read More >>>The Edge of Service: Principles of Effective Budgeting
It’s that time of the year, and as you head into budgets and budget presentations, I encourage you to make them as complete as they...
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