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CSM Magazine
SEPTEMBER 7, 2022
Learnship , the business language learning solution provider, announced the launch of Sprint Business Skills Customer Care today. The fast-paced, online learning solution helps customer service professionals acquire relevant English vocabulary to better communicate at work.
Contact Center Geek
JUNE 9, 2016
In the good years we were adding new products and growing our call centers as we strived to deliver stellar customer service. Article also posted to LinkedIn - linkedin.com/pulse/hexahedron-quality-matt-beckwith. Throughout my tenure at Providian/WaMu, I was a part of many quality management initiatives.
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Contact Center Geek
OCTOBER 17, 2014
But sometimes, you just have to say "no" to a customer, right? The trap is that, right now, you have customer service representatives in your call center saying "no" to customers every day and you probably don't know why. Do you know what are your customer service team members are saying "no" to? But really?
Contact Center Geek
JANUARY 14, 2016
One way of ascertaining customer effort is to conduct a survey and ask, "How much effort did you personally have to put forth to resolve your issue?". I also believe that NPS and customer effort scoring can co-exist. Maybe it's now time for customer service leaders to also start to measure customer effort.
Contact Center Geek
AUGUST 7, 2014
Here's a question to my fellow call center and customer service colleagues: have you re-evaluated your company’s cancellation procedures in light of the recent Comcast cancellation fiasco ? As a customer of Comcast myself, I gasped at the story recently about Ryan Block, the AOL executive that tried to cancel his Comcast service.
Contact Center Geek
OCTOBER 2, 2017
Did you know there is an official Customer Service Week to highlight the work of customer service employees? Customer Service Week is not specifically only for contact centers but many across the country have adopted it is their own holiday. This is our fourth CSAW at my current company.
Contact Center Geek
SEPTEMBER 28, 2017
Years ago, the customer service contact center at the bank where I worked implemented a new performance reporting application from Merced Systems (side note: several years later, Merced Systems was acquired by NICE). Article also posted on LinkedIn - linkedin.com/pulse/what-dinosaur-taught-me-user-adoption-matt-beckwith/.
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