Tag: proactive service

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

In this Executive Talk video, I had an opportunity to talk with Mark Kantor, Lego Operations Support Team Lead. Mark has 20-plus years of...

Guests of high-end hotels have come to expect over-the-top service from concierge staff. These well-trained individuals tap into their extensive knowledge of local services...

Our top blog post in May focused on an age-old challenge for many contact centers—schedule adherence—and offered tips for creating a culture that promotes...

In my last post, I looked at a few Do's and Don'ts of Proactive Contacts. Not sure how to get started with proactive work?...

In many contact centers, proactive contacts seem to function as “filler work”—an activity that gets done when there is some down time (which, of...