Several videos I recorded for eCornell are as pertinent today as they were then. Here’s...
Read More >>>Tag Archives: leadership
Summary of Customer Service Research
Sharpen has pulled together research and articles from various sources to summarize opportunities for improvement in customer service. Their conclusions include: The demand for omni-channel...
Read More >>>The Measures Every Contact Center Should Have
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant...
Read More >>>The 12 Principles for Building Profitable Customer Relationships
Over the past decade, ICMI has studied, codified and periodically published a summary of the...
Read More >>>Boosting the Strategic Value of Customer Interaction
One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization....
Read More >>>New Technology: Leadership Is Essential
New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach,...
Read More >>>Leading a Distributed Team
Strategy Drives Structure
Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access...
Read More >>>The Most Important Development in Customer Service
Building a Good Culture
Educate and Engage: Strong Relationships Matter
Gina Szabo once relayed this story to me and gave permission for it to be published in Call Center Management on Fast Forward. Although certainly...
Read More >>>