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Developing – or Reconsidering – Your Service Strategy

Developing – or Reconsidering – Your Service Strategy

May 14, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership

In these unprecedented times, you may find yourself rethinking your organization’s strategy for serving your customers. Strategy is the bridge between your organization’s vision and mission and the specific decisions required to make them a reality. This...
What to Say to Angry Customers

What to Say to Angry Customers

May 6, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service

With the current crisis, contact center representatives are grappling with heightened workloads and anxious customers. It takes practice to find ways to ensure your impact is as positive and helpful as possible. Remember that you’re doing important work. It’s hard...
“Press 1 for Frustration” Article

“Press 1 for Frustration” Article

Apr 22, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

This article from Heather Kelly at The Washington Post is a great behind-the-scenes look at the challenges of reaching customer service when call volumes are high and wait times are long. I was honored to be a resource for the article—and I’m thankful for the heroic...
“Press 1 for Frustration” Article

How Long Are Customers Willing to Wait?

Apr 15, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Workforce Management

With much of the world on lockdown due to the current COVID-19 crisis, contact centers are grappling with both increased workloads and staffing challenges. One helpful framework — now and in more normal times — is to understand the factors that affect customer...
“Press 1 for Frustration” Article

Real-time Management: Level 2 and Beyond

Apr 3, 2020 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

These extraordinary times have impacted our lives in unimaginable ways. They have also impacted customer service in ways we might have never thought possible. For those struggling to manage unexpected volumes of customer contacts, the following real-time management...
The Power of One: Every Agent Matters

The Power of One: Every Agent Matters

Mar 27, 2020 | Call Center, Contact Center, Customer Service, Organization and Culture, Workforce Management

In these extraordinary times when many of us have had to transition our customer service agents to work at home, it is more important than ever that all agents understand their individual contribution to servicing customers. And that they understand how much they are...
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