While the economy, the political environment, and uncertainty loom in our faces, when we focus on this situation or set of circumstances, usually what comes up is fear. However, if you focus on the fear, the fear expands.
At the same time, we are encouraged to invest. We’re told that this is a good time; that there are bargains out there, that it is a buyer’s market; that this is an opportune time to invest.
Well I say invest too, but not in what you may think. This is the time to focus on and invest in your people.
With continued focus on customer service, customer retention, and the lifetime value of the customer, it’s no surprise that contact center operations continue to increase in importance as the primary hub of the customer’s experience. Customer service is actually the cornerstone of the customer’s experience.
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