Empowering Your Customer Service Team

Many organizations want to do the right thing for customers, but too often put a multi-layered, time-eroding approval process in place to get there. By then, the customer is gone, or the loyalty that could arise from their experience has dwindled. That’s not effective empowerment; in fact, it’s not empowerment at all. Your agents must be able to take action …

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Boosting the Value of Customer Service

Ensuring that your organization is getting maximum benefit from the effort and investments you’re putting into customer service is an important leadership opportunity. In this video, I explore three levels on which effective service creates value. This video is from my LinkedIn Learning course “Customer Service Leadership.” During these difficult times, leadership is crucial. You may find this course can …

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The Stay Interview: A Powerful Retention Tool

The best contact centers continually work on the root causes of turnover. There are many common causes of turnover, such as insufficient development opportunities, pace of effort required, feeling of not being appreciated, the list goes on. What is most important in retention efforts is determining what is important to each individual employee on your team. One powerful tool in …

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