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Letting Customers Depart Gracefully

Letting Customers Depart Gracefully

“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we...
Engaging the C-Wing

How to Improve Your Center’s Loyalty and Retention Rates

There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction...

Inside View: DAT Solutions

In the B2B world, where businesses tend to compete on price, DAT Solutions stands out as a shining example of a service-oriented company that...
Moment of Truth in the Contact Center

The Moment of Truth

My flight just got canceled, and I have to make it home tonight to attend my daughter’s holiday dance recital. Or maybe, after 17...
Handling Holiday Returns and Cancellations in the Contact Center

How to Handle Post-Holiday Returns & Cancellations

January is the toughest time of the year to be a new agent. Early in my career, I worked at a mobile phone company...

Top 5 Posts in February

The top blog posts in February ran the gamut from a look at the “plan it, prove it” concept to explain WFM to execs,...
promoting a culture of attendance

10 Common Retention Mistakes

Some of the best lessons about customer service happen when you are the customer. In my case, I spent 20 years as a loyal...