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.
here’s an overview of the best read posts on my blog in the first 6 months of 2011. Check them out!
Yesterday evening I played around with the business model canvas and came up with my own Value Co-Creation Canvas.. I think it should be self-explanatory in the end, but am sure it isn’t yet. So please help me improve it.
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