Tag: Customer Service

• Did THAT Just Happen? – US Airways Real-time Management

  In Brad Cleveland’s book, Call Center Management on Fast Forward, he defines real-time management as “making adjustments to staffing and thresholds in the systems and network in response to current queue conditions.”  This concept is one that every contact center leader becomes acutely in tune with, as the variables impacting the call center are vast […]

  Sarah Stealey Reed

  June 27, 2013

  call center, contact center, Customer Experience, customer service, Did That Just Happen, traveling

  Brad Cleveland, call center, contact center, Customer Experience, Customer Service, Real-time management, US Airways, WFM

• Did THAT Just Happen? – United and San Francisco TSA Customer Service

  Customer segmentation is a fairly standard practice within most contact centers, yet it is still considered controversial by many. The better you are as a customer; the better the service you shall receive. In most cases, your status and place in queue is determined by the amount of money you’ve spent or the lifetime value […]

  Sarah Stealey Reed

  June 19, 2013

  call center, contact center, Customer Experience, customer service, Did That Just Happen, Jason, traveling

  call center, contact center, Customer Experience, Customer Service, San Francisco, TSA, United

• Did THAT Just Happen?

  I woke up inspired today. It might have been the break in the clouds, the passing of my 41st birthday, or the basic joy of waking up next to my beautiful husband in our own bed for a change. Perhaps it was my knowing of good things to come, adventures to be had, or expectations […]

  Sarah Stealey Reed

  May 21, 2013

  Customer Experience, customer service, Did That Just Happen, spinning, traveling, working out

  Alan Watts, Customer Experience, Customer Service, Dayna Steele, Flywheel, New York City, Seattle, tornado

• The Service of Sarah

  Care more than others think wise. Risk more than others think safe. Dream more than others think practical. Expect more than others think possible. ~ Howard Schultz Back in November, I wrote about giving up my fancy executive position with iContact/Vocus.  Along with my departure, I also relinquished my pretty big salary, a lot of […]

  Sarah Stealey Reed

  February 13, 2013

  Customer Experience

  Customer, Customer Service, Education and Training, Florida, Porsche, Sony, Voxeo

• Treat me Right, I’m Yours for Life

  So you wanna get with me Say you got all I want Say you got all I need So you think that you’re the one Who deserves my love But love takes respect and I will take nothing less If you don’t know the rules I’ll explain the rules to you Treat me right, I’m […]

  Sarah Stealey Reed

  October 24, 2012

  Customer Experience, Jason, love, Raleigh, working out

  Customer Experience, Customer Service, gyms, Raleigh, Take Heart

• Do You Like Me? Do You REALLY, REALLY Like Me?

  There might have been a time when I would give myself away Oh, once upon a time, I didn’t give a damn But now, here we are, so whataya want from me? Whataya want from me? ~ Adam Lambert, What do you Want From Me? I’ve been back on the road lately. I’ve been back […]

  Sarah Stealey Reed

  September 24, 2012

  Customer Experience, traveling

  CSAT, Customer Experience, Customer Service, Hotel Diva