Yearly Archives: 2019
Thoughts on Customer Experience, Agent Skills and Artificial Intelligence
The ICMI Contact Center Expo in Fort Lauderdale, Florida is coming up quickly from May...
Read More >>>Handling Tough Customer Contacts
If you work in customer service, you will inevitably interact with angry customers. It comes with the territory. Their anger could be caused by a...
Read More >>>How Effective Is Your Service Strategy?
On a recent trip to the Bahamas, I was reminded of the importance of an effective service strategy. As a customer service professional, it’s easy...
Read More >>>Culture as a Leadership Responsibility
Insight on Bots, Human Agents and the Future of Customer Service
Recently, I was interviewed by Convo, a publication of NewVoiceMedia. The focus of the interview...
Read More >>>Offer More Consistent Customer Service with Accurate Workload Forecasts
Everything to do with getting resources right in a contact center begins with predicting what...
Read More >>>Managing Customer Feedback – as It Happens
An important aspect of building customer relationships is managing customer feedback. This includes both short- and long-term objectives: it involves responding to feedback as it...
Read More >>>7 Suggestions for Improving Schedule Adherence
Employee Engagement Statistics
Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged,...
Read More >>>The Strategic Value of Customer Service
There are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. Only a small percent of organizations...
Read More >>>The Edge of Service® Newsletter, Issue 28: Motivation: Removing the Barriers
Dave Koz, the recognized jazz saxophonist and composer, has received nine GRAMMY nominations and has...
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