When the self service center misfires, a customer can feel angry or helpless. Each emotion requires a different response.

Are you stalking your customers instead of helping? Here are 4 behaviors of a customer service stalker.

Mind candy for customer support agents who are diligently working on this Thanksgiving holiday.

Don’t let your customer service decline during the holidays. A customer self service center will bolster your reduced staffing levels.

Your customer support reps have opened a lot of tickets over time. Do you know where they are? Or are tickets vanishing into thin air in the customer support center?

Customer Support Organizations invest a lot in training-an area of significant mis-investment. Here are some ideas about how to avoid this problem.

Do you measure customer support success by efficiency? Or customer-centricity? Which one do you think fosters loyalty?

A subtitle to Habit 3 (first things first) could be: Let Priorities Drive Initiatives. We are all guilty of repeating actions that worked before without thinking.

Habit 2 Begin with the end in mind. We often start a project without completely defining what is supposed to be accomplished at the end.

Many of you are probably familiar with Stephen R Covey's 7 Habits of Highly Effective People®. Let's apply that to customer service initiatives.