Strategic coaching is essential to employee engagement and the highest levels of performance. Tactical coaching is focused on specific skills or requirements. By strategic coaching,...
Read More >>>Tag Archives: Contact Center
Train and Manage AI-Empowered Customer Service Teams
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 >>>6 Traits of a Customer-Focused Culture
I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long,...
Read More >>>The Customer Feedback Funnel
Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be...
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 >>>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 >>>A New Wave of Work Is Coming to Contact Centers
Epiphanies can come from the most unexpected sources. My wife Kirsten and I recently spent some time in the London area. It was to be...
Read More >>>Boosting the Strategic Value of Customer Interaction
Delivering effective customer service is not a program, a back office function or an initiative – it’s a way of doing business that produces value...
Read More >>>Powerful Lessons in Innovation
Recently, I got to live out a lifelong dream of mine. The experience taught me some unexpected and powerful lessons on innovation and quality. The innovation...
Read More >>>Managing Customer Feedback in Real Time
Managing customer feedback includes both short and long term objectives. It involves responding to feedback as it occurs and collecting and analyzing feedback from many...
Read More >>>Thriving in the Midst of Change: A Practical Guide for Contact Center Leaders
What standout cultural trait do you see in the most effective contact centers? It’s a...
Read More >>>Empowering Employees as Customer Advocates: Overcoming Barriers
The idea of empowering employees to be customer advocates sounds great to many leaders—in concept....
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