As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input...
Read More >>>Tag Archives: strategy
Hot Topic’s “Daily Huddle”
A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service...
Read More >>>Strengthen Ties Across the Organization
Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties....
Read More >>>Boosting the Strategic Value of Your Customer Service Operation
Cutting Costs with Minimum Impact on Customers
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: #1 – They Produce High Levels of Value
In some organizations, you can feel the energy as soon as you walk in the...
Read More >>>The Secret to a Great Customer Service Operation
Update Your Customer Access Strategy for Social Media
To put effective social customer service in place, you need an updated customer access strategy. Put a team together and think through the following questions:...
Read More >>>How’s Your Mobile Customer Support?
Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. 1.4 Billion smartphone shipments expected in 2015,...
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