22 May 2011

Don't push customers toward self-service. Enhance self-service so it pulls them in. #custserv #cctr #cem RT @greg_levin

22 May 2011

“Customer Effort" as a KPI? Great - we’ve found a metric that’s even MORE perplexing to measure than FCR. #custserv #cctr RT @greg_levin

28 Apr 2011

(Tip). Use your call center readerboard to share customer comments & agent achievements rather than just to flash stats. RT @greg_levin

27 Apr 2011

What kills #custserv in call centers -> addiction to scripts; agents are trained on turning off their brains when taking calls. RT @glfceo

23 Apr 2011

Service recovery is best accomplished when seen as opportunity rather than painful chore. #CustServ #cctr RT @onioninsights

12 Apr 2011

Customers can hear your entire corporate culture in your reps' tone of voice. Are YOU listening? #custserv #cctr #cem

28 Mar 2011

First Call Resolution: Still #1 Driver of Customer Satisfaction

14 Mar 2011

FCR is nice, but aim for “zero-call" resolution. Anticipate and act on customers’ needs BEFORE they require the #cctr. #custserv

20 Dec 2010

One of the true tests of leadership is the ability to recognize a problem before it becomes an emergency. Arnold Glasow #fb

5 Dec 2010

"If you can not measure it, you can not improve it."

8 Nov 2010

Never regret. If it's good, it's wonderful. If it's bad, it's experience.

21 Oct 2010

Philosophy and Leadership of the Management is the key to create a great working environment, not Facilities nor Benefits #fb

10 Jun 2010

Yesterday is history. Tomorrow is a mystery. Today is a gift. That's why it's called the present.

8 May 2010

Hello twitter!