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 question I’m often asked. But before I throw my thoughts into the ring… what would you say? An engaged workforce? A customer-first focus? A strategic mindset? These are...
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 more about how service interactions, operational data, customer surveys, customer and professional reviews, online forums, focus...
The Biden Administration’s “Time is Money” Initiative
Bad customer experiences invite costly regulation. These compliance costs and liability risks are unnecessary burdens that could be avoided if organizations simply prioritized their customers’ best interests from the outset.
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 resolve issues, and provides extraordinary opportunities for listening and learning. In this video from my...