Monthly Archives: March 2016
The Best Managed Contact Centers: #9 – They Get the Budget and Support They Need
Far too many contact centers are operating under the auspices of, “OK, here are the...
Read More >>>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...
Read More >>>The Definition of Customer Experience
This week, I was invited to share my definition of customer experience for CallCentre.co.uk by Hannah Brewer in her “ask the experts” article. You can...
Read More >>>Cutting Costs with Minimum Impact on Customers
The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission
New technologies are not passive — they are changing customer expectations, causing reallocations of resources,...
Read More >>>Customer Service, Brand Loyalty and Long-Term Success
Here are some powerful statistics that demonstrate the links between customer service, brand loyalty and long-term success. 97% of global consumers say that customer service...
Read More >>>Great Service Is a Leadership Responsibility
Recently, I gave a presentation at the Tugboat Institute Summit. The talk focused on how great service must emanate from the top. No matter how...
Read More >>>Understanding the “Power of One”
Last week’s Contact Center Insider, ICMI’s weekly e-newsletter, includes an article I wrote “Understanding the ‘Power of One’ – As Important as Ever.” While we...
Read More >>>