Turning Employee Customer Service Best Practice into Standard Practice

It was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech. The client had arranged ground transportation, which meant I would probably see a driver holding a sign with my name on it at the baggage claim area.

As soon as the plane landed I turned on my cell phone and noticed a text message, which happened to be from Rick, my driver. The text message actually read as follows:

Hi Shep. This is Rick, your chauffeur. I’m in the baggage claim area in Terminal One at the bottom […]

Why the “Old” Way of Workforce Management isn’t Good Enough

Having been in this business over 40 years and in over 1,000 call centers in five continents, I’ve seen some major changes in workforce management.

For example, back in the early days, we didn’t have ACDs […]

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Is This the Answer to the Employee Engagement Crisis?

I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies […]

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Finding (and Using) Insights from Customer Service Big Data

Knowing your customers is important for providing the best possible service, but how companies use customer data is more essential than ever for creating an experience with lastly positive impressions. Analytics drive a company’s ability […]

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Old-School Empathy is Still “In” for Agent / Customer Interactions

Our customers judge us on many moments of truth: timeliness, follow-up, accuracy, solving their problems and of course how we engage with them and make them feel valued.

Empathy is a key soft skill for anyone […]

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What Are the “Right” Contact Center Metrics?

In the contact center, metrics drive everything.

Measurements drive behavior and you can’t manage what you don’t measure. But in most cases, management focuses on quantifiable metrics that may or may not actually drive agent behavior.

In […]

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Employee Engagement Leads to Working Harder and Caring More

Aristotle said, “Pleasure in the job puts perfection in the work.”

This could have been the beginning of what we now call employee engagement. That was a long time ago – over 2,300 years ago!

So, let’s […]

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Remember, Call Center Agents = Your Brand.

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. […]

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Employee Engagement Drives Business Growth

Fact: The employee experience drives the customer experience. I know I’m stating the obvious – but, shockingly, to many, it is not that obvious. So many companies still fail to recognize that important connection, to […]

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