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And the Award Goes to …
This is the time of year when organizations take a look back at what’s happened over the last (almost) 12 months, the growth that’s occurred, changes that have taken place and in some cases, recognize...
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Is QA Responsible for Experience Improvements?
That contact center executives are busy launching customer experience improvement initiatives left, right and center will hardly be news for anyone remotely associated with the industry. However very...
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Do You Have an Engagement Issue? Maybe You Don’t.
Take a look at the graphic on the left. What color are squares A & B? Two different shades of gray, right? Wrong. Square A and Square B are the exact same color. No really, they are. Follow...
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Customer Service in the News | Week of February 16th
1. Develop a Signature Customer Service Style [Forbes] 2. Improve Government Customer Service [Business2Community] 3. Customer Service Lessons for a Difficult Economy [Forbes] 4. The Road to Service...
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Presenting Policies That Drive Away Your Customers
“Sorry! Our policy doesn’t allow us to do that”. Every time I hear this phrase during a service interaction I somehow feel cheated. As if the organization simply wanted me to buy its product and then...
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Customer Service in the News | Week of March 9th
1. Customer Service Rankings by Industry 2. Customer Service Tips for Twitter 3. Improve Your Online Customer Service 4. Companies Still Behind on the Knowledge Management Curve 5. Handling Social...
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How to “Judge” Your Customers
“Don’t judge a book by its cover” is a lesson many of us learned as a child. You know, the idea that we should avoid making judgments based on outward appearance or other easily identifiable criteria....
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Customer Service in the News | Week of March 30th
1. The Customer Service Champions List [Forbes] 2. Comcast’s New Customer Service Strategy [Time] 3. Tips to Delivering Good, Old Fashioned Customer Service [Forbes] 4. Facebook Messenger Wants to Be...
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Prepping for a Presentation? Don’t Forget the Basics
Go through these bullet points before your next presentation. How well have you thought out your next presentation for internal stakeholders or employees? If you don’t carefully consider the audience,...
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Customer Service in the News | Week of April 20th
1. Five Secrets Of Selling And Serving 80 Million Millennial Customers [Forbes] 2. The Role of Memory in Customer Support [Huffington Post] 3. Six Ways to Train the Customer Service Team More...
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Help Your Supervisors Lead by Example
This is the third post in a 10-post series, “CEB Customer Contact Greatest Hits,” in which we’ll recap the top 10 most popular case studies that CEB Customer Contact has featured. The Art of Saying...
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To Outsource or Not to Outsource?
This is the third in a five-part series called “Customer Service Essentials,” a series showcasing the foundations of operating a service organization and how our research can help you shape better...
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Customer Service in the News | Week of May 11th
1. 10 Things Moms Can Teach Us About Customer Service [Business2Community] 2. Comcast’s New Customer Service Strategy [Fortune] 3. Customer Service May Rule, But Rules in Customer Service Don’t...
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3 Work Mistakes (for Supervisors) to Avoid
Our sister program, CEB Communications Leadership Council recently published a blog titled “3 Work Mistakes to Avoid” that has been very popular with members. The general gist of the post is that...
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Making it Right with Customers You’ve Wronged
Over the course of the year, the CEB Customer Contact research team receives scores of questions from service leaders on every topic imaginable: from what to call frontline reps to how to create a...
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3 Simple Steps the Best Reps Follow
A recent business blog post described “what the best customer service reps do” and it got me thinking, if I had to detail what the best reps do, what would I say? And try as I might to overcomplicate...
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Customer Service in the News | May 25, 2015
IBM’s New Customer Service Software Can Feel Your Pain [The Wall Street Journal] How a Transparent Team Culture Can Improve Customer Service [Entrepreneur] When Don Draper Died, Customer Service...
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Make Workforce Management Work for You
This is the fourth in a five-part series called “Customer Service Essentials,” a series showcasing the foundations of operating a service organization and how our research can help you shape better...
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Sorry, This Isn’t Working Out Anymore
Overheard at the Latest CEB Customer Contact Executive Meeting Earlier this month, we hosted a group of B2B service leaders in Chicago for our Annual Executive Retreat meeting. There we discussed...
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How to Turn a Potentially Bad Call Around
CEB research indicates that two-thirds of a customer’s perceived effort during a live service interaction is determined by how the customer “FEELS” during the interaction. Given that effort is a key...
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