Organizations often rush to kick-start improvement efforts without first completing a thorough analysis. All too often, improvement exercises are either reactive—knee-jerk responses to what others have done—or conceived in response to the passionate advocacy of a charismatic (and usually senior)...
Tag(s): customer service, continual service improvement
Date Published - Last Updated 8 Years, 5 Days, 10 Hours, 31 Minutes ago

 
Many companies rely on their service management organizations (SMOs) to manage customer requests for products and services. A well-managed SMO understands its clients and works with them to create a quality customer experience. Through the implementation of a customer quality environment (CQE),...
Tag(s): customer experience, customer service, customer satisfaction
Date Published - Last Updated 8 Years, 4 Days, 22 Hours, 47 Minutes ago

 
For companies large and small, achieving high customer satisfaction is a challenge. One common obstacle involves revamping normal business operations and implementing change that improves the quality of the customer experience. However, by implementing an upside-down strategy where the customer...
Tag(s): customer experience, customer service
Date Published - Last Updated 8 Years, 4 Days, 23 Hours, 6 Minutes ago

 
When a major component of your team’s job is handling calls from some of the most high-profile customers in the world, how can your company ensure its employees keep up with a constantly changing information landscape and the nonstop needs of its customers?
Tag(s): staffing, workforce enablement, incentives, training, case study
Date Published - Last Updated 8 Years, 4 Days, 23 Hours, 9 Minutes ago

 
Today’s multichannel contact centers are anything but simple. According to ICMI, almost 86 percent of today’s contact centers are multichannel. While voice is still predominant, one channel is no longer enough. Consumers want to engage with technical support and customer service through multiple...
Tag(s): self-service, support models, support industry
Date Published - Last Updated 8 Years, 4 Days, 23 Hours, 12 Minutes ago

 
Implementing mobile customer service is like training for a marathon. You can’t expect to sprint to the finish without first laying a little groundwork. Just as a marathon training plan sets you up for success long after the race is over, a mobile strategy provides benefits that extend far...
Tag(s): customer service, future of support, mobile device support
Date Published - Last Updated 8 Years, 5 Days, 10 Hours, 35 Minutes ago

 
Knowledge has exploded, and by that I mean, knowledge is everywhere. Knowledge is accessible. Knowledge has been democratized, crowdsourced, repurposed, remixed, and regurgitated. Where knowledge was once scarce, it is now abundant. Where knowledge was once controlled, it is now free. It’s taken...
Tag(s): KM, knowledge management, social media, social IT, crowdsourcing
Date Published - Last Updated 8 Years, 5 Days, 10 Hours, 1 Minute ago

 
Everyone, from executives to frontline employees, tells me the same thing: When people report on issues or projects, they usually provide way, way too much information—the dreaded TMI. So how do we solve the problem? By using my Inquire to Influence™ strategies, you’ll be able to connect and...
Tag(s): communications skills, business value
Date Published - Last Updated 8 Years, 5 Days, 10 Hours, 4 Minutes ago

 
How well do you know your customers? Do you understand their expectations around technology and its support? The fact is, these expectations change depending on age and exposure to technology. Consider the terminology you see in popular media concerning each successive generation: Baby Boomers,...
Tag(s): future of support, customer experience, supportworld
Date Published - Last Updated 8 Years, 4 Days, 22 Hours, 14 Minutes ago

 
How can you make every call count and create the ideal customer experience? By using the 5 E’s: empathy, enlightenment, education, empowerment, and entertainment.
Tag(s): customer experience, process
Date Published - Last Updated 8 Years, 4 Days, 22 Hours, 53 Minutes ago