Using Strategy to Guide Decisions and Direction
Organizations that consistently use their strategies to help guide decisions tend to go from strength to strength. They make better decisions and then have a better read on how well those decisions ultimately support their vision. How can you best use your strategy to...
Make Your Customer Access Strategy Uniquely Yours
What access channels should be opened up? What’s the nature of service you intend to provide? Beyond applying sound management principles, these decisions are yours to make. My overarching advice: Make your customer access strategy uniquely yours — do what’s best for...
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 on using an overall KPI. The article begins: The disruptions that the COVID-19 crisis is bringing to...