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The call center world sometimes relates very closely to the other “worlds” of customer experience management. We just need a little translation. In the recent call center-focused article Satisfy Your Workforce For Higher Customer Service Levels, the author describes some of the keys to having a satisfied call center staff. Let’s start the definition process. […]

You wouldn’t normally look for customer service articles in a construction magazine, but that’s exactly what we found in ConstructionWeekOnline.com. The article talks about two companies which are revamping their customer service training – for technical staff. This is training targeting engineers, automotive/trucking fleet service technicians, and other staff working on automobiles. The companies realize […]

Why does the Apple iPad have such a huge share of the tablet market? Why does Google dominate search? Why does Disney dominate discussion of the great family vacation locations? There’s something they do so much better than others. They beat the competition continuously because they have some competitive advantage. Maybe they’re an innovator, maybe […]