What Do Customer Service Leaders Need to Know About Customer Queues?
Queues are something we would all rather avoid. Yet, as customers, there we are standing in line at the grocery store, in the airport, getting coffee, on the phone with customer support. Queues are everywhere. If you’re responsible for customer service, managing them...
Be Bold in Doing What’s Right
When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit uncomfortable or require some courage? In this video from my recent LinkedIn Learning course “Contact Center...
6 Traits of a Customer-Focused Culture
I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer. To customers, this was just confirmation the restaurant was a great...
Employee Engagement: The Key Driver and 4 More
The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose. Watch this video from my LinkedIn Learning course “The 10 Pillars of...