Last week, I started as series of posts detailing my thoughts on how I would fix or turn around a business operation. Inspired by a promising MBA student that is doing an internship with us, I thought I would take a stab at a scenario she threw at me. Last week-ish we talked about financials. [...]
Tags: change·customer service·management·operations·running a successful turnaround·skills·tools
About one month ago, there was a bit of debate around so-called Management Gurus. Which lead to a bit of a dust up between Tom Peters and Jim Collins. There was talk about the lack of science behind Tom Peters MUST READ In Search of Excellence. Peters responded by talking about ISOE in the simple [...]
Tags: customer service·leadership·management·Tom Peters
[Originally posted on the old site] I am sitting in a hotel room in Brentwood, TN (outside of Nashville). I am in town for some training. It gives me a break from bringing up a 500+ seat customer contact center in DeLand, FL that has me commuting 3 out of every 4 weeks to Daytona [...]
Tags: customer service·interviewing·management
The latest copy of the Mun’s Report [link has expired] from the Help Desk Institute has a great piece on choosing customer satisfaction (csat) questions to measure the performance of your service team. You ARE measuring the performance of your team from the eyes of your customers (end-users), right? HDI has been surveying various companies [...]
Tags: customer service·management·tools
[Originally posted in the old blog. The site I pulled this from is no longer available. Searching for the article did not yield results. - Mike] I will warn everyone now that there will be a tendency to talk about customer service and support, multi-channel management and CRM related topics in this blog. On Customer [...]
Tags: CRM·customer service
