Vision - Mission - Values

The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency

Customer experience excellence is a great marketplace differentiator. But it is only sustainable when supported by all elements within the enterprise.

Strategy Vision - Mission - Values Customer Experience Visibility

What Is Your Customer-Centric DNA?

Truly customer-centric organizations are driven by strong leaders who desire positive change. They have a clear vision for a better future, even if there are potential unknowns along the way.

Strategy Vision - Mission - Values Customer Experience Research

The Impact of Altruism on a Servant Leadership Culture

Altruism is the concern for the growth and development of the company without the added agenda of self-interest.

Strategy Vision - Mission - Values COVID-19 Agent Motivation Customer Retention

How to Quiet the Ego and Lead with Humility

It’s the leader’s job to model a love of learning for everyone in the organization—and humility is at the heart of that.

Strategy Vision - Mission - Values COVID-19 Agent Motivation

Is Your Contact Center a Fantasyland… Or Not?

Leaders must demonstrate that their heart is in the job, and that is only possible when humility governs the use of strength.

Strategy Vision - Mission - Values

On-Demand Is In Demand

The on-demand environment provides employees with the opportunity to find work that is meaningful to them.

Strategy Vision - Mission - Values People Workplace Environment COVID-19 Remote Work Remote Work Strategy

Leading Customer-Centric Change

Use storytelling techniques to gain top-level buy-in and support for VoC-driven process improvements.

Strategy Vision - Mission - Values

Lost in the Labyrinth: Brand Energy Power and Vision Clarity

Engage the workforce in fueling the brand to change internal conversations and get the energy flowing in the right direction.

Strategy Vision - Mission - Values

Lost in the Labyrinth: Visionary or Radical?

Unfortunately, as long as the C-level talks about customer experience and the contact center talks about erlangs, not much more progress can be made.

Strategy Vision - Mission - Values

The Value of Executive Management in Customer Service

What is it that gives us the best chance for success? Executives are expected to set the example in modeling excellent customer service behaviors.

Strategy Vision - Mission - Values

The Changing Landscape of Healthcare: The Contact Center as Strategic Asset

The challenge is that contact centers in healthcare have emerged somewhat haphazardly. Think of it as evolution by default rather than by design.

Strategy Vision - Mission - Values

Leading with Heart

How culture and vision energize the SolarCity experience.

Strategy Vision - Mission - Values Strategic management

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