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

For those few people that still don’t believe that customer service has an impact on the success or failure of a company, here’s some quotes and surveys published by CNN Money:
A new study from Accenture (NYSE:ACN) ACN found that 59% of people had actually stopped doing business with companies in the past year due to poor [...]

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One thing that I’ve noticed some companies doing is having annual meetings to discuss what the best and worst were for the year prior.  Once those have been determined, the team begins to brainstorm and figure out what to do this year to prevent failures again and what needs to be done to sustain the [...]

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MSN’s Careerbuilder.com wrote an article called 13 Things Not to Share with Your Co-Workers. Most of them make sense.
Medical history? Gossip? Religion? Politics?  You are at work, so keep it to a minimum or, preferably, not at all.  The fact is that people spend 40+ hours a week in the office together, nearly as much [...]

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“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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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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One of the blogs that I read is by Penelope Trunk called the Brazen Careerist. She’s got some very interesting topics and subjects that she covers. In July of ‘08, she wrote a post called:
Figure out how much you should be paid (and three cheers for transparent salaries)
I thought it was quite interesting, specifically the [...]

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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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