Becoming a Transformational Contact Center Leader
The Edge of Service: Issue 68 I walked into the meeting alongside the contact center director. She was concerned that the company’s senior level leaders would see all the wrong things in the numbers. And at first glance, they sure didn’t look good. Average handle time...
Avoiding “Slop” in Customer Experience
AI is transforming customer experience by delivering faster service, better insights, and personalized interactions. But there’s a growing risk of “slop” (i.e., friction, loss of trust, and organizational debt) when speed and automation take priority over thoughtful...
Want to reduce customer complaints? Design better cross-functional processes
Well-designed cross-functional processes are powerful. They create customer experiences that are effortless for the customer and more efficient for the organization. Here’s a story that illustrates this point. A colleague of mine visited the contact center for...
Customer Service Quality Standards for Humans and AI
Are you looking for practical ways to define clear, effective quality standards for your customer service—and for humans and AI? In this video, I share a proven framework that simplifies the complex world of customer service standards. Discover how to balance...