© 2018 by Service Agility

March 17, 2018

Originally published in Contact Center Pipeline, May 2012

Have you ever picked up the phone to call a business, all the while thinking "I sure hope they are unable to handle my issue during this call and I need to call them back at least once to get this resolved"?  Of...

February 15, 2018

Originally published in The Contact Center Pipeline, October 2016 

My flight just got cancelled, and I have to make it home tonight to attend my daughter’s holiday dance recital.  Or maybe, after 17 years of paying premiums, I have to file my first claim.  Or, maybe my...

January 10, 2018

Originally published in Contact Center Pipeline, August 2016  

One of the best things to happen to the contact center in the last 10 to 15 years is the attention placed on customer feedback.  Surveying customers used to be an informal activity done by a small minor...

November 10, 2017

Originally published in Contact Center Pipeline, February 2015 

If by chance you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer loyalty based on the customer’s 0-10 rating on the question “how likely is it that you would recomme...

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February 15, 2018

January 10, 2018

November 10, 2017

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