Customer screw-ups are your fault
Some of your Customers are idiots. Hey, full disclosure, that includes me. In fact, in some circles, I’m known as the “LCD,” or least-common denominator. As the [...]
They’re already robots
All the rage these days in Contact Center online webinars and consortia is the topic of automation and “AI”… “Bots”, “ChatGPT” (I still don’t understand what that [...]
Gate-keeper or problem-solver?
I wrote recently about how the term “representative” can take on a different meaning depending on whether you consider your front-line agents as representatives of you as [...]
Who can?
I once had a great co-worker and mentor who, when teaching his Lean Six Sigma courses, would [...]
Some Customers Never Learn
“Your feedback is important to us.” Sometimes those are just words. And some Customers are suckers and [...]
Representative for whom?
Folks who work in your Customer-facing organizations have a lot of different names. Agents, technicians, associates (which [...]
When to survey
I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; [...]
Again, about how CS is NOT CX
It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my [...]
If it’s a surprise, you’re in trouble
A while back, I wrote an article that kind of cheekily suggested that we simply stop doing [...]
