Back At It

It has been some time since I last posted on my blog, March 15th to be exact. I had taken a new job in Jan of this year which consumed alot of my time and also have been wrapping up some very exciting personal items that have taken me away from talking about customer service as much as I would like. But, things are getting more manageable now and I am back in the saddle.

For the next few weeks I am going to focus on a few topics that seem to be of interest when I talk with people who make customer service their profession. Some of the folks I talk with are strategic leaders of customer service groups, some are operational leaders, some are technology leaders and some are technology vendors or analysts.

Here are some of the things that are of interest in the broader customer service community and I will try to tackle them here in an interesting and informative way:

1. Analytics- I will cover the different types and how people are using them.

2. Proactive Customer Service- What does it mean and why does it matter

3. Six Sigma- Does this methodology have a place in the world of customer service

4. Customer Choice- What does this mean for business

5. Voice- Where does voice go from here in customer service

6. Ethics- Will dig into some stories

7. Web 2.0 Customer Service- Not sure it exists

8. Zappos- My tour and my thoughts

So that is where I will start. I hope that you will enjoy reading about what I am hearing in the market.