It’s not all about the SLAs or speed of resolution. When we consider options to improve the customer experience, discussions often lead to complex process improvements or expensive tool enhancements, but there is something we can all do that is relatively easy and almost free. This is to keep our customers well informed during the problem solving progress. There are three major components to the act of keeping a customer well informed: Acknowledge that work has begun on their problem. Share the problem solving activities. Set and follow through on time frame expectations. When I receive feedback in customer satisfaction surveys and directly from clients, keeping customersRead More →

What do working out at a gym and running a business operation have in common? A few thing. We might look around and see some bad fashion choices. We might find ourselves surrounded by a few muscle-heads. But, the focus of this blog post is that in the gym and in the office, there are comparable techniques that will improve our productivity. Background: It all started because I was bored. I had been working out regularly since I was in my early 20s and reached a point last November where both my brain and my body were bored with the routine and needed a jump-startRead More →

Have you recently shared your 2012 goals and objectives with your teams? As business operations leaders, we often describe what we want, but do not do a very good job explaining or defining “the how”. To consistently meet or exceed our objectives, we must understand the business levers, i.e. the most important and specific set of activities that will enable our teams to be successful over the long term. We must coach our teams on the most appropriate, proven set of behaviors that will get us from point A to point B. To define the right set of levers, you should consider these 6 steps:Read More →