In 2024, I dove headfirst into the world of business analytics, uncovering hidden patterns and mastering data visualization. This journey has not only enhanced my understanding of CX, but also equipped me with powerful skills to drive meaningful change across the organization.
Diving Deep with Data: My 2024 Journey into Business Analytics Read More »
Most support leaders know their team’s average performance. Fewer know their team’s distribution — and the distribution is where the real management information lives. Here’s how to build a performance bell curve for your contact centre team and, more importantly, what to do with what you find.
How to Use Bell Curve Analysis to Understand and Improve Team Performance Read More »
The business case for offshore support always looks clean on paper. The reality — built on a plane to Bangalore and through months of managing across time zones, cultural dynamics, and a DTMF routing system held together with discipline — is considerably more complicated. Here’s what the spreadsheet didn’t tell me.
What I Learned Building a 24/7 Offshore Support Team from Scratch Read More »
Customer service is not about your company or your products. It’s measured by your customers. The organizations that get this right consistently do four things well: staff correctly, train deliberately, equip properly, and measure honestly. Here’s what each of those actually means in practice.
Building a Customer Service Operation That Actually Works — The Four Pillars Read More »
Every support leader has had this conversation: you’ve made the case for investment, and the CFO asks “what’s the return on this?” If you don’t have a crisp answer in financial terms — not CSAT points — you’re going to lose the budget. Here’s how to make the connection that gets CX investment funded.
The Business Case for CX: How to Get Leadership to Fund What Actually Matters Read More »
Winning at customer services is the competitive edge that can separate them from the noise. A prevalent customer-centric culture in an organization is the rock and stones that form a robust foundation of a compelling customer experience.
Cultivate a Customer-Centric Culture Read More »
Highly engaged teams are critical for success. There are several benefits, including greater sales and profits, decreased costs, fewer sick days, and fewer defects. All of which have a significant influence on your company’s bottom line. Despite how easy it is to do, too many organizations fail to make the necessary investments in this area.
7 Ways to Guarantee Your Team Will Be Highly Engaged Read More »
For any business, having the right leaders in the right positions is critical to success. Learn about the 5 levels of leadership and why they matter.
Leadership and Management: Micromanagers vs. Leaders Read More »
Customer service is a hard but essential job for any business. Understand and use these crucial metrics to measure your team and the work they are doing.
9 Crucial Metrics to Measure Customer Support Team Performance Read More »
