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 >>>Tag Archives: Contact Center
Knowing Your Customers
How do you know what a customer needs? If you mention customer advocacy and pose that question many executives will say, “Well they tell us,...
Read More >>>Developing – or Reconsidering – Your Service Strategy
In these unprecedented times, you may find yourself rethinking your organization’s strategy for serving your...
Read More >>>What to Say to Angry Customers
With the current crisis, contact center representatives are grappling with heightened workloads and anxious customers. It takes practice to find ways to ensure your impact...
Read More >>>Controlling Contact Center Costs the Right Way
With the current economic challenges, many organizations are likely looking for ways to control costs as they serve customers. Done right, these efforts can succeed....
Read More >>>How Long Are Customers Willing to Wait?
With much of the world on lockdown due to the current COVID-19 crisis, contact centers are grappling with both increased workloads and staffing challenges. One...
Read More >>>Real-time Management: Level 2 and Beyond
These extraordinary times have impacted our lives in unimaginable ways. They have also impacted customer service in ways we might have never thought possible. For...
Read More >>>Building a Cohesive Virtual Team
Information and communications technologies have created organizations that span geography and time. Multi-site environments, cross-functional teams, and extended-hour or 24/7 operations are common contact center...
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 Access Strategy as Playbook
Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University...
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 >>>The Contact Center’s Role in Building Self-Service
Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels. For example, the contact center can...
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