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Customer Service in the News | Week of May 27th
IBM’s Watson supercomputer now provides customer service (Forbes) Customers find most service websites outdated (CIO) Improve difficult customer service situations through “perspective...
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Customer Service from Australia to America
by Devin Poole In 2008, I made one of the biggest decisions in my life: I was going to move to Australia for a one year overseas deployment for CEB. It took me 5 wonderful years in Sydney to remember...
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When Efficiency Is Not Good
As many of you probably know, CEB Customer Contact set out to study the culture of service organizations as our major research initiative this year. In our survey we asked nearly 10,000 reps to...
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Customer Service in the News | Week of June 3rd
Check out these top reads for customer service managers [The Week] Mobile may be the way to go when it comes to building brand loyalty [Econsultancy] If you already have or are planning to launch a...
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When Segmentation Goes Awry
This week, while waiting to board a flight to return home, I witnessed possibly the worst segmentation of all time. See if you can follow me through this … boarding was called for (in order): 1)...
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Effortless is a Feeling—Not Just a Process
From time to time, we feature guest posts from our member network. This post comes to us from Jenna Heller, who resides in New Zealand. CEB research has repeatedly shown that when customers describe...
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“Contact Center 101: Critical Staff Skills”
A perennial topic of interest for customer service leaders revolves around reducing costs through greater adoption of self-service. And we now know that guidance is the key to promoting web...
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Why Brainstorming Process Improvements with Reps is a Bad Idea
This blog is the first part of a series that will focus on behavioral economics and how research about human behavior and biases affect customers and employees in a call center context. As leaders, you...
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The Role of Time in Customer Service
We all know that time is important in customer service. We strive to provide fast and easy resolution because we think our customers value their time. And, as cost centers, we certainly value time...
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Presentation Skills: 3 Tips For Instant Improvement
(NOTE: This is a guest post by Rick DeLisi, who works with CEB Customer Contact as well as our sister program for heads of corporate communications, the CEB Communications Leadership Council.) As...
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Less is More! 7 Short Lessons for Contact Center Excellence
by Aparajita Mazumdar How do I hire and train the next generation of contact center talent? How do I make sense of the customer data deluge at my organization? How can I equip my supervisors to...
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How Dusty is Your Career Path Playbook?
Last fall, my colleague, Devin Poole, and I wrote a 3-part blog series on findings from our Global Labor Survey. Well, the newest version of the survey has recently been released and one pair of data...
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Remote Rep Coaching … Just Do It!
“How do I coach remote reps?” If I had a nickel for every time I’ve been asked that question in the past year, well … I’d have a lot of nickels. I think this question has a lot of merit, especially...
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Struggling with Employee Engagement? Look to Your Managers
In today’s complex customer service and support environment, leaders are pushing their reps to up their performance to achieve their business objectives. For this reason, the degree of rep engagement...
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Redefine Your QA Career Paths
The modern-day Quality Assurance (QA) function looks quite different from the one a few years back. In addition to measuring legal and internal policy compliance, QA is often responsible for measuring...
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Effortless is a Feeling—Not Just a Process
From time to time, we feature guest posts from our member network. This post comes to us from Jenna Heller, who resides in New Zealand. CEB research has repeatedly shown that when customers describe...
View ArticleClik here to view.
“Contact Center 101: Critical Staff Skills”
A perennial topic of interest for customer service leaders revolves around reducing costs through greater adoption of self-service. And we now know that guidance is the key to promoting web...
View ArticleClik here to view.
Why Brainstorming Process Improvements with Reps is a Bad Idea
This blog is the first part of a series that will focus on behavioral economics and how research about human behavior and biases affect customers and employees in a call center context. As leaders, you...
View ArticleClik here to view.
Customer Service in the News | Week of November 17th
Tips to establish an excellent customer service culture [Forbes] How poor customer service impacts your revenues [Toronto Star] Customer service 101 for charities [Forbes] Improve your online customer...
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Are Your Customers Misleading You?
Recently a member asked a question on how to staff their contact center to accommodate the increasing number of Spanish-speaking customers who called them. At first glance, the most obvious answer to...
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