Last week’s Contact Center Insider, ICMI’s weekly e-newsletter, includes an article I wrote “Understanding the ‘Power of One’ – As Important as Ever.” While we...
Read More >>>Tag Archives: Contact Center
The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience
The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m...
Read More >>>The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process
Contact centers that consistently get the best results view the operation as a total process....
Read More >>>Interview with Business Innovators
Recently, I did a radio interview with Conston Taylor of Business Innovators. You’ll hear thoughts on customer expectations and the importance of making customer service...
Read More >>>Developing a Mobile Customer Access Strategy
The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics
Contact center measurements are plentiful and it’s easy to get buried in information. The contact...
Read More >>>Social Customer Care: Listen, Learn, and Dialogue
Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into...
Read More >>>How Long Will Your Customers Wait for Service?
The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process
Effective planning is a central theme in the best contact centers. A major objective of...
Read More >>>Traits of the Best Leaders
Often I am asked what I look for in leadership. The question is usually something like, “You go into a lot of different organizations and...
Read More >>>Staffing for Mobile
The Best-Managed Contact Centers: #4 – They Build Plans and Services around Evolving Customer Expectations
One of the most critical — and difficult — aspects of managing a contact center...
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