In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what...
Read More >>>Tag Archives: customer access strategy
Documenting Your Customer Access Strategy
Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various...
Read More >>>The Best Managed Contact Centers: #12 – They See the Possibilities
The contact center profession has come a long way in recent years. Customer expectations are...
Read More >>>Staffing for Weekends
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s...
Read More >>>Great Service Is a Leadership Responsibility
Recently, I gave a presentation at the Tugboat Institute Summit. The talk focused on how great service must emanate from the top. No matter how...
Read More >>>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 >>>Developing a Mobile Customer Access Strategy
How Long Will Your Customers Wait for Service?
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...
Read More >>>Are Your Mobile Apps Ready for Prime Time?
Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime...
Read More >>>Smartphone Statistics
Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for...
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