Organizations rely on call centers to address customer concerns. It is important that they operate efficiently and effectively. Lean and Six Sigma are used in call center operations to achieve those objectives. We’ll look at three applications from Indonesia, the US, and India and finish with a funny video of the types of people that [...]
Have you ever had a confusing or frustrating chat or email with a customer service support person? Or are you in the position of providing customer support? What are the elements of great customer support emails? Many of these also apply to a live chat session with a customer. We’ll get the email answers from [...]
Hitesh Bhasin, in his blog from Marketing91, outlines how to conduct a Service Gap Analysis. A service gap is the difference between what the customers expect and what they perceived was delivered. This is based on a Gap Model. The Gap Model identifies six types of gaps that can occur along the way from the [...]
