I’m going to say something that may be a surprise. You will not, now or ever, be able to motivate your team. It’s not going...
Read More >>>Tag Archives: leadership
Using Strategy to Guide Decisions and Direction
Organizations that consistently use their strategies to help guide decisions tend to go from strength to strength. They make better decisions and then have a...
Read More >>>The Seven Essential Metrics in Times of Crisis
In May, I wrote an article for Smart Customer Service. The article describes seven metrics that every contact center should have. It also provides suggestions...
Read More >>>Knowing Your Customers
How do you know what a customer needs? If you mention customer advocacy and pose that question many executives will say, “Well they tell us,...
Read More >>>Developing – or Reconsidering – Your Service Strategy
In these unprecedented times, you may find yourself rethinking your organization’s strategy for serving your...
Read More >>>Controlling Contact Center Costs the Right Way
With the current economic challenges, many organizations are likely looking for ways to control costs as they serve customers. Done right, these efforts can succeed....
Read More >>>Building a Cohesive Virtual Team
Information and communications technologies have created organizations that span geography and time. Multi-site environments, cross-functional teams, and extended-hour or 24/7 operations are common contact center...
Read More >>>Customer Access Strategy as Playbook
Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University...
Read More >>>Customer Service Strategy: Avoid Common Pitfalls
Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point....
Read More >>>Employee Engagement: A Key Metric in All Service Environments
Employee engagement should be a key metric in all service environments. Research shows that employee...
Read More >>>Hands-on Leadership
One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top. For example: Among other endeavors, Dan Gilbert is...
Read More >>>The Edge of Service: Principles of Effective Budgeting
It’s that time of the year, and as you head into budgets and budget presentations, I encourage you to make them as complete as they...
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