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What Does STIR/SHAKEN Mean for You?
For those of us old enough to remember, it is reminiscent of the James Bond one liner – Shaken, not stirred – but has nothing
My Whirlwind PACE Experience
The month of September has been a wild, crazy, fascinating, and exhilarating ride for me! I had the opportunity to attend not one, but TWO
7 Ways to Celebrate Customer Service Week
In a Forbes article entitled “How Important Is Customer Service To Success In Business?”, it is noted that “Seven in 10 U.S. consumers say they’ve
Five Ways to Improve of First Call Resolution
In contact center lingo, there are numerous three-letter acronyms that almost every center uses: Service Level Agreement (SLA), Average Handle Time (AHT), After Call Work
Let’s Play a Game: The Growth of Gamification in Contact Centers
Gamification is the process of enhancing an existing activity, service or work by adding game-like elements making it more attractive, active and conducive to learning.
Customer Experience Success Stories: 3 Companies You Can Learn From
One thing that characterizes successful companies is the way they value customer experience. For them, customer satisfaction and a connected customer experience comes first. They
What’s Your Customer Service Mantra?
What exactly is a customer service mantra? It is more than your tagline, motto, or vision. In essence, I believe it a promise that you
Sales versus Service Culture
In a business environment, a service culture focuses on providing an exceptional customer experience, while a sales culture concentrates on efficiency and sales for the
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