Expert Insight from ICMI Thought Leaders

ICMI recently put together the e-book Expert Insights on 8 of your Biggest Contact Center Challenges, featuring the ICMI Top 50 Thought Leaders. You’ll find thoughtful guidance on topics ranging from employee engagement to VOC data to defining quality. It’s definitely worth the read. Enjoy!

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Videos to Spark Discussion

Are you looking for a way to incorporate long-term improvement into your team meetings? Take a few minutes during your next team meeting to watch a brief video on customer service and then discuss it as a group. Too often team meetings focus on urgent problems at the expense of future growth and development. It just takes a few minutes, …

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Three Major Customer Service Trends

We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017. The Edge of Service™ Newsletter Issue 19: Three Predictions for 2017 By any …

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The Magnitude of Mobile

Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now 8 billion active mobile subscriptions – more than the population of the planet. (Cisco) Mobile data traffic has grown 4,000 fold in the past ten years. (Cisco) There will be 200 billion connected smart devices …

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The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones? For the past three decades, I’ve been privileged to work with a diverse range of organizations—from small startups to national governments and multinational corporations—in shaping their customer …

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Strengthen Ties Across the Organization

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve other areas. Root-causes must often be addressed elsewhere; an issue that deteriorates high levels of customer satisfaction may involve processes far beyond the …

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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, is what will get you the support you need from colleagues across the organization. It’s what will secure adequate funding, and will facilitate the means to attract the talents required. And it will help you …

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