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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There is a topic that is always a challenge at a so called “customer service center”.  These call centers or service centers perceive themselves as answering customer questions and giving the customer information about their account.  They perceive themselves as separate from the revenue, separate from the sales, and separate from the success or failure [...]

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Yesterday, Service Untitled wrote a post called “How good are your grammer and spelling?“.  Yes, the errors in the title were on purpose, but it gets the point across.   Customer service emails need to be professional and accurate.  They need to be written better than “Hey. To answer yer question, take a look page three.”  [...]

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If you run a customer service organization and you have heard “the system won’t let me” from your agents, think about whether you’ve given your agents enough empowerment and/or whether the systems are what are keeping you down.
Service Untitled » The system won’t let me. – customer service and customer service experience blog
The writer of [...]

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