Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to...
Read More >>>Tag Archives: Contact Center
The Power of Employee Engagement
The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of...
Read More >>>Building a Culture of Engaged Employees
Article on Customer Service Trends
Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de...
Read More >>>Gauge the Effectiveness of Your Customer Service Strategy
Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I’ve observed...
Read More >>>The Importance of Humans in an AI World
In May, I was delighted to participate in ICMI’s Contact Center Expo. In one of my talks, I addressed the importance of the human touch...
Read More >>>A Structured Approach to Customer Advocacy
Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it, whether you’re developing...
Read More >>>Customer Service Matters – Some Stats to Support Your Efforts
Customer service matters. It matters to customers and more and more statistics are showing just...
Read More >>>The Problem with Daily Averages (and the Solution)
How Customer Service Drives Innovation
Recently I had the opportunity to visit the Australia Zoo, which is owned by the family of the late Steve Irwin. Irwin’s documentaries on wildlife...
Read More >>>Aligning Service with Vision and Mission
Too often, I’ll see a vision or mission statement on an entry wall, but then observe very different priorities in day-to-day operations. We put our...
Read More >>>Tech Leadership – For Non Techies
There are many technologies that can support and enable customer service. Many. A ton. And there are myriad decisions to be made around suppliers and...
Read More >>>