When data from customer service interactions is captured and shared and acted on, the entire organization benefits. Customer service can help the organization pinpoint and...
Read More >>>Category Archives: Customer Service
Thriving in the Midst of Change: A Practical Guide for Contact Center Leaders
What standout cultural trait do you see in the most effective contact centers? It’s a...
Read More >>>Knowing Your Customers
How do you know what a customer needs? There are many sources of customer information and each has an important story to tell. To learn...
Read More >>>The Biden Administration’s “Time is Money” Initiative
Bad customer experiences invite costly regulation. These compliance costs and liability risks are unnecessary burdens...
Read More >>>Reframing Customer Service: Three Levels of Value
Customer service is only part of customer experience, but it’s a vital and strategic part. When effective, customer service makes it easy for customers to...
Read More >>>Empowering Employees as Customer Advocates: Overcoming Barriers
The idea of empowering employees to be customer advocates sounds great to many leaders—in concept....
Read More >>>Using AI in Customer Service: Steps for Seamless Integration
As customers, we’ve all experienced technologies that aren’t helpful or that create even higher levels of frustration. They offer many options, just none that we...
Read More >>>The Seven Factors of Customer Tolerance
Customer tolerance influences how long customers will wait, how many give up and leave, whether they try alternatives, and how they feel about the experience....
Read More >>>What’s Happening with Contact Center Workload?
What’s happening with contact center workload? Is the work handled by agents declining as AI capabilities become more robust and prevalent? Are calls being supplanted...
Read More >>>The Contact Center as a System of Causes
Thinking about how to improve the quality and productivity of your contact center can be overwhelming. There are so many components that make up the...
Read More >>>Rallying Support for Customer Experience Investments
An essential step in building momentum and being an effective customer experience leader is making the case for ongoing funding and specific investments. I encourage...
Read More >>>4 Essentials for Contact Center Success: The Best Days Are Ahead!
Last winter I reflected on what I learned at ICMI’s Contact Center Expo, and ended...
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