Customer Service Strategy: Avoid Common Pitfalls

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. Avoid these five common pitfalls, discussed in my LinkedIn Learning Course “Customer Service …

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The Contact Center’s Role in Building Self-Service

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information about which contacts can be automated or handled in customer communities, and what can be done to improve customer acceptance of this type of handling. While it may seem paradoxical, …

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