Tag Archives: leadership
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 >>>Four Keys to Retaining Millennial Customers
It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry,...
Read More >>>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: #11 – They Are Willing to Experiment
The most successful contact center teams continually review and reassess how they do things and...
Read More >>>The Essential Role of Today’s Front Line Managers
Rewind the clock about ten years, and you’d find top level managers in many organizations, along with most industry pundits, predicting that front line managers...
Read More >>>Boosting the Strategic Value of Your Customer Service Operation
The Best Managed Contact Centers: #9 – They Get the Budget and Support They Need
Far too many contact centers are operating under the auspices of, “OK, here are the...
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 >>>Interview with Business Innovators
Recently, I did a radio interview with Conston Taylor of Business Innovators. You’ll hear thoughts on customer expectations and the importance of making customer service...
Read More >>>Developing a Mobile Customer Access Strategy
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 >>>