To put effective social customer service in place, you need an updated customer access strategy. Put a team together and think through the following questions:...
Read More >>>Tag Archives: leadership
Employee and Customer Engagement—The Numbers Are Stunning
Forward-looking managers are always looking for ways to increase the engagement of front-line employees. They understand that the secret sauce to the best possible service...
Read More >>>The Most Important Development in Customer Service
The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service
The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service Being part...
Read More >>>The Problem with Daily Averages (and the Solution)
Contact Centers in a Connected World – Celebrating the Past 30 Years
Keeping Up with Customer Service Changes
The Changing Role of Supervisors
Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging...
Read More >>>A Way of Doing Business
One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn,...
Read More >>>New Speaking Demo, New Era of Customer Relationships
Leading a Distributed Team
“You have to serve…like nobody else does.”
Here’s a quotation worth discussing with your team. “Manufacturers are struggling all over the place to call themselves a manufacturer, when in reality there’s a...
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