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Developing Mission, Vision and Guiding Principles in Call Centre Operations Will Improve Customer Service experience

Taylor Reach Group

While Guiding Principles can be developed in isolation (i.e. without aligning the Company and Call Centre Operations Mission and Vision statements first) it is more meaningful when a connection is made between the broader Company and Departmental Mission and Vision.

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Serving as a Real Kitty: How to Give Authentic Customer Service

CSM Magazine

Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. We tell our granddaughters she got a chance to be a “real kitty.”. Customers long to be served by “a real kitty.”


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Coronavirus is Transforming Every Aspect of Customer Experience

bold360 Blog

The goal of these kits is to provide critical front-line service providers, including eligible healthcare providers, educational institutions, municipalities, and non-profit organizations as well as any current LogMeIn customer with free, organization-wide use of many LogMeIn products for 3 months.

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Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott

Connecting the Dots

The study I’ve always wanted to do alongside the Customer Rage study is the employee front-line service version of Rage Study. And we’ve never been able to find a company that would be willing to let us have access to their front-line service folks to ask some of these really important and telling kinds of questions.