Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be...
Read More >>>Tag Archives: Contact Center
It’s Time to Build Your Customer Service Strategy
Customer service strategies are different from one organization to the next, but in every successful organization, they serve as a bridge between the organization’s vision...
Read More >>>Champion the Customer: Make It Easy, Make It Happen, Show You Care
One of my newest LinkedIn Learning courses, Championing the Customer in Everything You Do, outlines...
Read More >>>A New Wave of Work Is Coming to Contact Centers
Epiphanies can come from the most unexpected sources. My wife Kirsten and I recently spent some time in the London area. It was to be...
Read More >>>Boosting the Strategic Value of Customer Interaction
Delivering effective customer service is not a program, a back office function or an initiative – it’s a way of doing business that produces value...
Read More >>>Powerful Lessons in Innovation
Recently, I got to live out a lifelong dream of mine. The experience taught me some unexpected and powerful lessons on innovation and quality. The innovation...
Read More >>>Managing Customer Feedback in Real Time
Managing customer feedback includes both short and long term objectives. It involves responding to feedback as it occurs and collecting and analyzing feedback from many...
Read More >>>Thriving in the Midst of Change: A Practical Guide for Contact Center Leaders
What standout cultural trait do you see in the most effective contact centers? It’s a...
Read More >>>Empowering Employees as Customer Advocates: Overcoming Barriers
The idea of empowering employees to be customer advocates sounds great to many leaders—in concept....
Read More >>>Using AI in Customer Service: Steps for Seamless Integration
As customers, we’ve all experienced technologies that aren’t helpful or that create even higher levels of frustration. They offer many options, just none that we...
Read More >>>What’s Happening with Contact Center Workload?
What’s happening with contact center workload? Is the work handled by agents declining as AI capabilities become more robust and prevalent? Are calls being supplanted...
Read More >>>The Contact Center as a System of Causes
Thinking about how to improve the quality and productivity of your contact center can be overwhelming. There are so many components that make up the...
Read More >>>