Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. Simple, right? But wait, aren’t...
Read More >>>Monthly Archives: July 2020
The Seven Essential Metrics in Times of Crisis
In May, I wrote an article for Smart Customer Service. The article describes seven metrics that every contact center should have. It also provides suggestions...
Read More >>>Identifying Root Causes
Have you ever heard or been part of this conversation: I thought we fixed that problem, why are we talking about it again? Chances are,...
Read More >>>How to Balance Service and Cost in the Contact Center
Back in December, I had the pleasure of being interviewed by Jeff Toister, a customer service consultant based in San Diego. The interview touched on...
Read More >>>Enabling a Supporting Culture
Studies show a strong link between engaged employees and higher levels of productivity and profitability. In one example, Gallup found that companies ranked in the...
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