Ensuring that your organization is getting maximum benefit from the effort and investments you’re putting into customer service is an important leadership opportunity. In this video, I explore three levels on which effective service creates value. This video is from my LinkedIn Learning course “Customer Service Leadership.” During these difficult times, leadership is crucial. You may find this course can …
Organizations that consistently use their strategies to help guide decisions tend to go from strength to strength. They make better decisions and then have a better read on how well those decisions ultimately support their vision. How can you best use your strategy to guide decisions and direction? I have found four best practices that can help. Explore these best …
Have you ever heard or been part of this conversation: I thought we fixed that problem, why are we talking about it again? Chances are, a symptom was addressed, at least temporarily, but the root cause was not fully identified and resolved. Your proof that a problem has been fixed is that it doesn’t recur or its frequency is reduced …
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 …
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 …
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 …
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 …
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,” …
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 …
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 …
