As 2017 comes to a close, it is a great time to reflect and consider plans for the new year. This past summer, I had...
Read More >>>Yearly Archives: 2017
Managing a Contact Center in Real-Time
Real-time management compliments contact center planning. In any center that handles contacts initiated by customers, our forecasts and plans can be off the mark. We...
Read More >>>Customer Comments Matter: Numbers to Ponder
Customer comments matter. Positive or negative, they definitely have an impact. A past Edge of Service Newsletter includes the following numbers to ponder: 1% to 5%....
Read More >>>Aligning the Organization to Deliver the Best Possible Customer Experience
Tools for Your Next Team Meeting
Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can...
Read More >>>Accessibility and Quality Work Together
Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? Or the other way around? That’s one of the...
Read More >>>Customer Advocacy: An Essential Ingredient
Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way...
Read More >>>How to Meet Changing Customer Expectations
Great Customer Service on a Shoestring Budget
The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. Recently, I was reminded of an article the Institute’s Evergreen...
Read More >>>Ensuring Quality Standards Count
How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are...
Read More >>>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...
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