Strategic Leadership Blog

If you’ve been a finance, inventory AR, or sales manager for any length of time, you already know there aren’t any quick fixes to managing trunk stock and consignment inventory …

When design flaws in customer service exist, they do damage to customer service, the customer experience, your brand and the bottom line. That damage usually starts with IVR system design …

Sustainable growth cannot be achieved from a foundation built on eroding customer satisfaction. Today, we know that the call center is the key element to a company culture that focuses …

Many in our industry have run into significant challenges working with offshore IT service providers, but a lowering of quality standards is not inevitable. By knowing what to look for …

As discussed in a previous post, effective customer service can boost your company’s value, provided that – and this is an important qualification – your customers’ loyalty comes as a …

Although Accounts Receivable is foundational to the business cash flow and bottom line, it’s all too common for many organizations to rely on customer service agents for collections. The challenge …