I disagree with Esteban Kolsky’s “Case for Single Channel Excellence” before entering into another channel. There are a couple of reasons why:Read more "The Case for Multi Channel Excellence in Customer Service"
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!Read more "Customer Service in 2012 and Beyond Technology.."
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.Read more "E-mail from a Contact Center Manager"
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 week, I translated the post into a 30-minute presentation, I’d like to share with you here. Please let me know what you think of it […]Read more "Presentation: Customer Service, Serious Business?"
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 todayRead more "Because it is time you take Customer Service seriously.."