Blog

A moment of truth is the culmination of countless procedures, processes, and interactions within the business. In the ideal world, the caller (I'll use "caller" generically regardless of the mode of communication) will dial you up, instantly get to an agent who immediately provides the correct response. The ideal is an absolutely frictionless exchange between...

I recently read this article in the New York Times which highlights a couple of separate customer service examples. The first example is a customer service experience with a car rental company, and the second example is a customer service experience with PayPal. In both cases, a good deal of the article spends time describing...

Did you know as a member of your company’s contact center, you play a vital role in the company business? You are the touch-point where the "rubber meets the road". Did you know that each and every interaction with your customers is an opportunity? Maybe this is obvious in regard to Customer Satisfaction, i.e....

It has been said that "if you are a good enough salesperson, you can sell anything to anyone once." However, in order to sell something twice, the customer needs to experience great service. Intuitively, most businesses know this…but it takes effort to deliver great service. It also takes the entire team to deliver the kind of service...

Crossing the Chasm by Geoffrey A. Moore discusses how new technology is adopted. It explains that the first group to use a new technology is the ‘Early Adopters’. These are the people that love to try new things. They are comfortable with risk. They are the ones that ‘break it in’ and are invaluable in the process...

With a slogan like "The Greatest Snow on Earth" emblazoned right on license plates, you wouldn't be too surprised to hear that winter storm warnings are pretty common in Utah … in the winter, that is. Yet last week the beautiful spring weather was interrupted for a couple days thanks to a late snow storm and...

Is your contact center among the growing number of contact centers that are listening to the voices of their customers through various feedback tools? If you answered "yes" to this question, what are you doing beyond just "listening" to your customers 'feedback? Are you taking action and fully utilizing your tools? More often than not,...