Management, Human Resources, and Life in a Customer Focused World

“I believe that an over reliance on metrics plague the call center industry at the expense of the customer experience.” (Metrics-Schmetrics « rich mclafferty’s customer experience weblog)
Rich has an interesting point. Although I only partially agree, the fact is that metrics alone is not the way to measure your call center. Measure your center by [...]

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From the blog –Service Untitled » Make a quick attempt. – customer service and customer service experience blog
“If you have the customer’s phone number (from a voicemail or a callback request), put it into your system and see if anything comes up. If you have their email address, look it up. If you have their [...]

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Customer service is a term that many companies use.  “Please call our customer service line at xxx.” The problem that I see is that a customer service department doesn’t always equate to customer service.
A few days ago, I was on hold with a company for fourty minutes on their 877 phone line.  The conversation lasted [...]

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Brad Worthley is a well known speaker, consultant and behavior change specialist. He publishes a monthly newsletter called “Exceed Customer Expectations!”. I find his insight and thoughts to be quite interesting sometimes. In April 2008 newsletter, he wrote:
When you get busy and the adrenaline is running, you may find yourself speaking to customers faster than [...]

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