Strategic Leadership Blog / Customer Service

In our multichannel world of intense competition, the pressures on customer service excellence are immense. According to a recent Deloitte Global Contact Center Survey, 93% of organizations expect contact volume …

It’s no secret that contact center turnover rates can be staggering. The most recent International Customer Management Institute survey pegs the average call center turnover rate at 33%, that figure …

Greek myths have stood the test of time by teaching us a lot, so they have their place. But myths in customer service? Not so much. If you’re building your …

When companies allow customer service to deteriorate, it will negatively affect brand identity in numerous ways. The effect of customer and business opportunity losses from poor customer service are only …

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 …

Taking a proactive approach to customer service issues is not just smart, it can greatly improve the profitability of a company. Proactivity comes when there is an initiative taken by …