Tag Archives | Customer service

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Stop Blaming the Systems

The next time a customer service rep says, “The computer won’t let me do that” or “The system tells me what to do,” remember this: Behind every such phrase is a set of processes designed, or at least endorsed, not by computers but by human beings somewhere in the corporate hierarchy. The system may tell  More

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Metrics: The Long and the Short View

In business, metrics matter. It’s key to make sure you’re looking at things that indicate truth or at least a pattern of truth. I’ve been working for the last few weeks on a client Optimization project where we’re drawing a pattern out of a mosaic of metrics and seeing some interesting insights. While many people  More

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