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How Long Will Your Customers Wait for Service?

How Long Will Your Customers Wait for Service?

Feb 13, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Videos, Workforce Management

Consumer vs. Corporate Perception – A Clear Disconnect

Consumer vs. Corporate Perception – A Clear Disconnect

Feb 10, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Customer Surveys, Leadership, Research/Statistics

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and...
Leaders Need to Spend Time on the Frontline

Leaders Need to Spend Time on the Frontline

Jan 9, 2015 | Customer Service, Leadership, Organization and Culture, Videos

Recent WebTV Interview on Customer Service Trends

Recent WebTV Interview on Customer Service Trends

Dec 16, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Mobile, Multi-channel Support, Social Media

Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts. In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations.
Don’t Leave Culture to Chance

Don’t Leave Culture to Chance

Oct 8, 2014 | Call Center, Contact Center, Leadership, Organization and Culture, Videos

Boosting the Strategic Value of Your Customer Service Operation

Boosting the Strategic Value of Your Customer Service Operation

Sep 16, 2014 | Call Center, Contact Center, Customer Service, Leadership, Videos

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