The Best-Managed Contact Centers: #4 – They Build Plans and Services Around Evolving Customer Expectations
One of the most critical — and difficult — aspects of managing a contact center is to provide services that satisfy changing consumer demands. Those who fall behind pay a brutal price: dissatisfied customers, insufficient support from the organization and low morale...
Traits of Successful Customer Advocacy Initiatives
When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives. The video is from my...
How to Meet Changing Customer Expectations
Putting Yourself in Your Customers’ Shoes
Many of the best decisions you make as a customer service leader will come by putting yourself in your customers’ shoes, really seeing things as they do. In a recent LinkedIn Learning Course that I recorded, Customer Service Leadership, I include some...