Tag Archives: leadership
The Best Way to Improve Service
Recently I was asked, what’s the #1 way for any company to improve their customer service? Here’s my take: Think beyond service. Interaction by interaction,...
Read More >>>Understanding Contact Drivers
(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements...
Read More >>>10 Things Executives Should Know About Contact Centers
A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill...
Read More >>>The Secret to a Great Customer Service Operation
The 12 Principles of Customer Relationships
The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and...
Read More >>>Anticipating Customer Needs
Customer expectations are changing quickly! Here are ways to anticipate their needs.
Read More >>>How Will the Internet of Things Affect Customer Service?
As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. (IoT refers to the connection of wireless devices to...
Read More >>>Three Major Developments in Service Delivery
Does Service Impact Stock Price?
Yep. Over a seven year period, the S&P 500 Index gained 51.5%. According to Watermark Consulting, customer experience leaders enjoyed a stock increase 77.7%. And...
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