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New research: Impact on Service from Products & Brand
After working with several clients in service / support (“contact center”) organizations we’ve been able to assemble some cool new research on the impact of Products & Brand on the Service organization.
“In the “fog of war” the management boardroom has a tendency to think in silos. The Customer Service silo, however, has in it grains of Brand, Product, Sales, Pricing, Billing and Delivery to name a few. As responsible champions of individual performance, Service Professionals need top management to understand that they may be the chefs, but there is far more than the food involved in serving a perfect meal.”
It’s titled, “When the Waiter Brings Bad Food: Measuring the contribution of the Service / Support Organization in an environment of intervening external influences”. We’d really like your thoughts on feedback on it!