As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources...
Read More >>>Yearly Archives: 2018
10 Causes of Inaccurate Forecasts (and How to Avoid Them)
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good...
Read More >>>Building a Culture of Engaged Employees
Service Level: Realistic Targets, Taken Seriously
If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level....
Read More >>>The Power of One: Every Agent Matters
The power of one is among the most important principles for any agent to understand. This video shows the impact each person makes on service...
Read More >>>Agent Performance Standards: Keep It Simple
In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted...
Read More >>>Improving ROI on Quality Monitoring
Cultivating Effective Communication, Part 2
This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal...
Read More >>>Cultivating Effective Communication, Part 1
Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion,...
Read More >>>Maximize Contact Center Impact and Value
Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value. Find out more...
Read More >>>You’re Lookin’ (Too?) Good…
Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center...
Read More >>>