Tag Archives: leadership
Employee Engagement Statistics
Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged,...
Read More >>>The Strategic Value of Customer Service
There are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. Only a small percent of organizations...
Read More >>>The Edge of Service® Newsletter, Issue 28: Motivation: Removing the Barriers
Dave Koz, the recognized jazz saxophonist and composer, has received nine GRAMMY nominations and has...
Read More >>>The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission
New technologies are not passive — they are changing customer expectations, causing reallocations of resources,...
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 >>>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 >>>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 >>>Aligning the Organization to Deliver the Best Possible Customer Experience
Make the Required Investments to Support Your Customer Service Strategy
Ensuring that your organization is making required investments is an essential step in developing your...
Read More >>>Traits of Successful Customer Advocacy Initiatives
When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have...
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...
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