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Justifying Operational Budgets

Justifying Operational Budgets

Sep 16, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

When considering important aspects of justifying operational budgets— the funding you’ll need quarter after quarter, year after year — I recommend you use a toolkit of five ways to value returns on good customer experiences, and five types of costs that result from...
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...

Great Customer Service on a Shoestring Budget

Nov 2, 2017 | Call Center, Contact Center, Customer Service, Leadership

The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. Recently, I was reminded of an article the Institute’s Evergreen Journal published on delivering great customer service. It...
The Best Managed Contact Centers: #9 – They Get the Budget and Support They Need

The Best Managed Contact Centers: #9 – They Get the Budget and Support They Need

Mar 29, 2016 | Call Center, Contact Center, Customer Service, Leadership

Far too many contact centers are operating under the auspices of, “OK, here are the resources we’re willing to give you, and here’s what we want you to achieve …” That is the proverbial cart before the horse. Consider an analogy. Airlines...
Cutting Costs with Minimum Impact on Customers

Cutting Costs with Minimum Impact on Customers

Mar 16, 2016 | Call Center, Contact Center, Customer Service, Leadership, Videos

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