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 >>>Tag Archives: leadership
Boosting the Strategic Value of Customer Interaction
Delivering effective customer service is not a program, a back office function or an initiative – it’s a way of doing business that produces value...
Read More >>>Powerful Lessons in Innovation
Recently, I got to live out a lifelong dream of mine. The experience taught me some unexpected and powerful lessons on innovation and quality. The innovation...
Read More >>>Celebrate—Often!
Would you go to a game and wait until your team won to cheer? Building an organization (or division, function, or team) that consistently delivers great customer experiences takes focus, work and unwavering commitment. Celebrating...
Read More >>>Thriving in the Midst of Change: A Practical Guide for Contact Center Leaders
What standout cultural trait do you see in the most effective contact centers? It’s a...
Read More >>>Knowing Your Customers
How do you know what a customer needs? There are many sources of customer information and each has an important story to tell. To learn...
Read More >>>Using AI in Customer Service: Steps for Seamless Integration
As customers, we’ve all experienced technologies that aren’t helpful or that create even higher levels of frustration. They offer many options, just none that we...
Read More >>>What’s Happening with Contact Center Workload?
What’s happening with contact center workload? Is the work handled by agents declining as AI capabilities become more robust and prevalent? Are calls being supplanted...
Read More >>>What Is Customer Experience? A Guiding Definition
The first step in leading customer experience is to understand what customer experience really is…and to ensure your team understands it in the same way....
Read More >>>Embracing Change in Contact Centers: 20 Trends and 3 Recommendations
We are midway into 2024. How’s it going? It has certainly been a year of...
Read More >>>Rallying Support for Customer Experience Investments
An essential step in building momentum and being an effective customer experience leader is making the case for ongoing funding and specific investments. I encourage...
Read More >>>4 Essentials for Contact Center Success: The Best Days Are Ahead!
Last winter I reflected on what I learned at ICMI’s Contact Center Expo, and ended...
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