Customer Expectations of Service Delivery

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 expectations always changing? What do customers expect? This can seem like a daunting challenge for those of us designing and managing customer services. The good news is identifying customer expectations is not the hit-or-miss guesswork …

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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 on using an overall KPI. The article begins: The disruptions that the COVID-19 crisis is bringing to economies around the world is truly unprecedented. Many contact centers are grappling with both increased workloads and staffing …

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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, a symptom was addressed, at least temporarily, but the root cause was not fully identified and resolved. Your proof that a problem has been fixed is that it doesn’t recur or its frequency is reduced …

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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 a variety of topics, but was focused on issues around staffing and scheduling. We discussed how offering great service typically saves money, something that may be counterintuitive to many. You can access the interview here. …

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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 top quartile for employee engagement are 18% more productive and 12% more profitable than those in lower quartiles. What do successful contact centers, those with the most engaged employees, have in common? Watch the video …

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