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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Social Customer Care: Listen, Learn, and Dialogue

Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world. I recall an executive who works with an automobile manufacturer standing behind a computer with several others on her team as …

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New Technology: Leadership Is Essential

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. The purpose of any new technology should be to support the governing principles and mission of your organization. Keep it simple …

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The Contact Center’s Role in Building Self-Service Channels

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in customer communities), and what can be done to improve customer acceptance. Further — and paradoxically — providing agent assistance when …

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