The Strategic Value of Customer Service

There are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. Only a small percent of organizations harness the true strategic potential of the insight that comes from customer service. In the LinkedIn video featured below “Strategic Value” from the course “Service Metrics for Customer Service,” I discuss the importance of capturing …

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The Best-Managed Contact Centers: #1 – They Produce High Levels of Value

In some organizations, you can feel the energy as soon as you walk in the door. It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.” Everybody knows what the mission is and everybody is pulling in the same direction. The contact center “clicks.” While there are a …

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