Enabling a Supporting Culture

Studies show a strong link between engaged employees and higher levels of productivity and profitability. In one example, Gallup found that companies ranked in the top quartile for employee engagement are 18% more productive and 12% more profitable than those in lower quartiles. What do successful contact centers, those with the most engaged employees, have in common? Watch the video …

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In Customer Service Timing Is Critical

The right place at the right time. It’s a common phrase, but in customer service, it matters more than ever. Timing is critical. In customer service, we’re like pilots or stage hands. Like them, we also work in a time-driven environment. It’s not just what we do, it’s when we do it that counts so much. Learn more about how …

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Removing Barriers to Employee Motivation and Engagement

Incentives, rewards, and other motivational tactics rarely work for long or have limited impact, but you can implement strategies that knock down barriers to great work and significantly improve your customer service. Learn more about demotivators and how to identify and address them in the video “Removing Barriers: Demotivators” from my LinkedIn Learning Course “Customer Service: Motivating Your Team.” Removing …

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Customer Service Strategy: Avoid Common Pitfalls

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. Avoid these five common pitfalls, discussed in my LinkedIn Learning Course “Customer Service …

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Employee Engagement: A Key Metric in All Service Environments

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement. There is a powerful connection between employee engagement and business results. In a recent LinkedIn Learning course “Service Metrics for Customer Service,” …

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Contact Center Scheduling Can Be Creative and Collaborative

It’s a new year and a great time to reflect on challenges in your contact center. Chances are that if you’ve managed a contact center for any length of time, organizing schedules has been one of them. But there is good news. Scheduling is creative. It’s collaborative. And this part of planning can be a great opportunity for highlighting the …

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The Edge of Service: Principles of Effective Budgeting

It’s that time of the year, and as you head into budgets and budget presentations, I encourage you to make them as complete as they need to be — but as brief and to the point as possible. In a recent issue of The Edge of Service®, I include an excerpt from one of the LinkedIn Learning Courses that I’ve …

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Putting Yourself in Your Customers’ Shoes

Many of the most successful leaders I’ve worked with are uneasy depending on surveys and rolled-up data alone to tell them what’s really happening. They want to put themselves in their customers’ shoes. They want to see the organization, products, employees and competitors as their customers do. The video below, from my LinkedIn Learning course “Customer Service Leadership,” shares some …

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Keeping Your Customer Advocates Engaged

Our customer advocates trust us. If they didn’t, they wouldn’t be advocates. They want that trust to continue and we need to do our part of this. Sadly, businesses lose advocates daily. Often, this stems more from neglect than from anything we do. The video below looks at five principles for maintaining trust and keeping the momentum going. This video …

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