Great Customer Service on a Shoestring Budget

The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. The Institute’s Evergreen Journal recently published an article I wrote on delivering great customer service. It includes four recommendations that don’t require significant upfront investment. The article, “Great Customer Service on a Shoestring Budget,” is available here.

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Does Your Executive Team Understand Staffing Tradeoffs?

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly results in big problems. It’s essential that those making decisions have a basic understanding of staff tradeoffs in a contact center (read: real time) environment. The following table is an example of how …

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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 is pervasive Initial IVR systems need to be clearer and more efficient Millennials’ intolerance for just about any slip up is growing Clearly explaining the process to fix a problem and then actually resolving issues …

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Customer Strategy and Management Podcasts

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value, and customer service through social media. Check out the entire series here.

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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 inherent challenge, which has only become more difficult with the introduction of new channels and social contacts – we produce mounds of data! And even so, many organizations are operating without information that is essential …

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