Many customer service leaders today are scratching their heads and wondering why it feels like...
Read More >>>Tag Archives: leadership
What Do Your Customers Want? 10 Expectations to Guide Your Service Strategy
Understanding what customers want is essential to building an effective customer service strategy. In turn,...
Read More >>>CX in the Wild: Shaping Exceptional Journeys
A big thank you to Dennis Wakabayashi for inviting me to his podcast, “CX in the Wild.” It was a pleasure to spend some time...
Read More >>>The Enablers: 3 Essentials for High-Quality Customer Service
Some managers assume that quality standards are primarily for individuals, those actually delivering the service. But don’t miss half the fun and half the value....
Read More >>>Prioritize CX Improvements Using 7 Criteria
You’re probably familiar with Nike’s slogan, “Just do it.” You know what to do. You have the means to do it. Now it’s a matter...
Read More >>>Your Work Makes a Difference
We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means...
Read More >>>Transform Service Efficiency with Forecast Accuracy and Schedule Adherence
An important part of delivering effective and efficient service is anticipating customer demand, or put...
Read More >>>The Contact Center of the Future’s Role in Customer Experience
Recently, Blake Morgan invited me to be a guest on her podcast. I’ve admired the work Blake has done for...
Read More >>>Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever
Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine...
Read More >>>AI in Customer Service: The Nifty 9
When it comes to using artificial intelligence, many organizations just jump in and automate what they can, but those with the best service start first...
Read More >>>Prepare Your Contact Center for the Future
Megan Jones, Editor at Call Centre Helper, recently interviewed me to discuss the habits every leader should adopt to succeed in planning ahead. The article...
Read More >>>The Psychology of Queues
From a customer’s perspective, there are two basic types of queues. (And I don’t mean long ones and short ones.) Queues are either visible or...
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