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Employee Engagement: A Key Metric in All Service Environments

Employee Engagement: A Key Metric in All Service Environments

Jan 9, 2020 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Research/Statistics

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...
Employee Engagement: A Key Metric in All Service Environments

Contact Center Scheduling Can Be Creative and Collaborative

Jan 2, 2020 | Call Center, Contact Center, Customer Service, LinkedIn Learning, Workforce Management

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....
The Edge of Service: Principles of Effective Budgeting

The Edge of Service: Principles of Effective Budgeting

Nov 21, 2019 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning, The Edge of Service

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...
Employee Engagement: A Key Metric in All Service Environments

Putting Yourself in Your Customers’ Shoes

Nov 14, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning

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,...
Employee Engagement: A Key Metric in All Service Environments

Keeping Your Customer Advocates Engaged

Oct 10, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

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...
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The Edge of Service® – Insights to Elevate Customer Experience

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