Boosting the Value of Customer Service

Ensuring that your organization is getting maximum benefit from the effort and investments you’re putting into customer service is an important leadership opportunity. In this video, I explore three levels on which effective service creates value. This video is from my LinkedIn Learning course “Customer Service Leadership.” During these difficult times, leadership is crucial. You may find this course can …

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The Stay Interview: A Powerful Retention Tool

The best contact centers continually work on the root causes of turnover. There are many common causes of turnover, such as insufficient development opportunities, pace of effort required, feeling of not being appreciated, the list goes on. What is most important in retention efforts is determining what is important to each individual employee on your team. One powerful tool in …

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Understanding What Motivates Your Team

I’m going to say something that may be a surprise. You will not, now or ever, be able to motivate your team. It’s not going to happen. You can, however, help motivate the people who are a part of it. Yes, it’s true, many of us refer to “motivating the team,” but what we’re really talking about is something that …

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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 guide decisions and direction? I have found four best practices that can help. Explore these best …

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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 economies around the world is truly unprecedented. Many contact centers are grappling with both increased workloads and staffing …

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Knowing Your Customers

How do you know what a customer needs? If you mention customer advocacy and pose that question many executives will say, “Well they tell us, right?” I think they picture a frustrated customer across the counter or perhaps calling or posting a message that describes a problem. But there’s so much more to it. The video below from the LinkedIn …

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Developing – or Reconsidering – Your Service Strategy

In these unprecedented times, you may find yourself rethinking your organization’s strategy for serving your customers. Strategy is the bridge between your organization’s vision and mission and the specific decisions required to make them a reality. This video from the LinkedIn Learning course “Customer Service Leadership” provides a framework for developing – or reconsidering – your service strategy. Developing your …

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Controlling Contact Center Costs the Right Way 

With the current economic challenges, many organizations are likely looking for ways to control costs as they serve customers. Done right, these efforts can succeed. But the wrong approach can backfire and result in new and/or hidden costs, frustrated employees and dissatisfied customers. One thing is certain: reducing costs across the board does not work well. Insufficient staff, network or …

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Building a Cohesive Virtual Team

Information and communications technologies have created organizations that span geography and time. Multi-site environments, cross-functional teams, and extended-hour or 24/7 operations are common contact center examples. If you are a manager or director, you may have the responsibility of getting results from those who work in different locations, who don’t report to you, or who don’t work the same hours. …

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Customer Access Strategy as Playbook

Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University of California’s Retirement Administration Service Center (UC RASC). The University of California is the world’s leading public research university system, with ten campuses, five medical centers, three national labs and a network of researchers and …

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