I disagree with Esteban Kolsky’s “Case for Single Channel Excellence” before entering into another channel. There are a couple of reasons why:
Managers in Customer Services don’t need more or new technology, but what is it they do need (to do)? Here’s my take for 2012 and beyond!
I received an email from a Contact Center Manager I think everyone should read. The e-mail, which I publish almost entirely, speaks for itself.
Early February I wrote a post titled: Because it is time you take Customer Service seriously. For my speaking engagement on the 2011 Dutch Customer Contact Days in Utrecht this […]
I believe we need a fundamental change in our perspective on Customer Service to have a sustainable impact on business results. Here are the changes in “Five perspectives on Customer Services” we need today