While customer service is being transformed by huge advances in technology, the human component will always be just as important.
Strategy Service Delivery
Culture is important to innovation because it indicates how the organization handles risk, diversity of thought, and the inclusion of new ideas.
Strategy Culture Service Delivery
Don't be afraid to get rid of channels if they aren't performing and your customers aren't embracing them.
Strategy Service Delivery
Demonstrate your contact center’s value beyond the traditional scope of customer service and phone calls.
Strategy Service Delivery
The more companies want to please customers, the more that can be exploited by con artists, hackers and other cybercriminals through social engineering.
Strategy Service Delivery
Surprisingly, how to address a customer during an interaction is not part of agent training in the majority of contact centers.
Strategy Service Delivery
Despite the never-ending seduction of new and emerging automation technologies to drive cost savings, customer care professionals must keep in mind the value of human contact.
Strategy Service Delivery Strategic management
Metrics can be misleading; first-call resolution means different things to different contact centers, and for a consumer, being transferred to a different department hardly feels like an issue has...
Strategy Service Delivery Strategic management