When it comes to empowering employees to do their best, incentives, rewards, and other motivational tactics typically have limited impact. But you can implement strategies...
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Beyond Net Promoter
Great products are not enough. Today, customers expect and demand immediate attention. Customer service is essential to business success. There is tremendous opportunity to get this right for customers. In this Evergreen Journal podcast, I...
Read More >>>The Seven Essential Metrics in Times of Crisis
In May, I wrote an article for Smart Customer Service. The article describes seven metrics that every contact center should have. It also provides suggestions...
Read More >>>Characteristics of an Effective Customer Service Strategy
Given fast-evolving customer expectations, every organization needs an effective customer service strategy to guide operations and decisions. Your service strategy is the bridge between the...
Read More >>>5 Secrets of Accurate Scheduling in a Multichannel Contact Center
The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing
The Edge of Service® Newsletter, Issue 9: How “Waiting in Line” Is Changing If you...
Read More >>>The Channels of Service Organizations Provide
Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management...
Read More >>>Going Mobile: 1980s and Now
Check out this 1980’s Motorola ad for cellular telephones. “There are only a few thousand cellular phones in use right now, but that number is...
Read More >>>Alexander Graham Bell Turns 166
Alexander Graham Bell, inventor of the telephone, would have turned 166 this weekend (March 3). Happy birthday, Mr. Graham. Interesting factoid: Years later, in retrospect,...
Read More >>>Brands that Generate Buzz: YouGov Rankings
So this is kindof interesting… here are YouGov’s U.S. Top Buzz Rankings. According to YouGov, “brands were rated using rated using YouGov BrandIndex’s Buzz score...
Read More >>>Wait… That's Cheating!
I recall a consulting assignment for the customer service operation of a large utility, with a client base in the millions. They handled thousands of...
Read More >>>Consider Posting Customer Service Statistics
Posting statistics on your customer services can be smart move. It tells your customers that you care, emphasizes important aspects of performance, provides your team...
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