Tag: Avoidable contact

Great service defines a company. But a recent study by Accenture found that customer service standards are in freefall. The problem is that service is complex, cross-functional, rational and emotional. In our experience, there are five archetypal failure points of service management. … Read More

Evading customer contact is an easy response to high contact volumes that makes customers angry. Much better to implement a disciplined service management framework that lets you be easily contactable without drinking from the fire hydrant. … Read More