Article on Customer Service Trends

Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de la Cruz of Directly and I provide insight into artificial intelligence (AI), omnichannel strategies, and agent involvement in the future. If these are issues on your mind for the future of your customer service center, …

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The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process 


Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact centers operate. Recognize the process to be where most quality problems occur — and also where the opportunities …

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The Contact Center’s Role in Building Self-Service Channels

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in customer communities), and what can be done to improve customer acceptance. Further — and paradoxically — providing agent assistance when …

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Three Major Customer Service Trends

We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017. The Edge of Service® Newsletter Issue 19: Three Predictions for 2017 By any …

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