How’s your brand today?
Defining your brand used to be so much easier. In the good old days (for me, the good old days were the 80s), your brand was whatever your advertising said it was. Social media changed all that. Now your brand is whatever your customers say it is. And so your brand is largely determined by your call center agents – those often-ignored people who toil day and night to help your customers solve their problems.
Unfortunately, many companies treat call center agents as replaceable cogs in a system. When one leaves, bring in another and move on. During the […]
I love working with front-line supervisors and managers who are learning how to be more effective coaches. Most are eager to learn how to build a great team. During our work time together, many express […]
Forget once-a-year employee surveys. How about once-a-week? That is if you even do employee surveys.
Many companies will survey their customers. The surveys range from simple questions, as in the Net Promoter Score type surveys to […]
Customers have always had a voice, but today it is louder than ever. Great companies want to hear from their customers. They want their feedback, opinions and anything else that will give them an advantage. […]
One of my favorite customer service quotes is by Karl Albrecht, founder of the Aldi supermarket chain, who wisely said, “If you’re not serving the customer, you’d better be serving someone who is.”
It’s easy to […]
In the contact center, metrics are always important. Whether in-house or outsourced, you can’t manage what you don’t measure – and measurements drive behavior.
Most of the time, management looks at quantifiable call center metrics that […]