Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for...
Read More >>>Yearly Archives: 2018
Common Pitfalls in Service Metrics
“Not everything that counts can be counted,” and “not everything that can be counted counts.” This quotation is sometimes attributed to Albert Einstein and though...
Read More >>>Traits of Engaged Employees
The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. They have the desire to...
Read More >>>Interpreting Benchmarks
Putting Abandonment in Perspective
In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what...
Read More >>>Bring Quality Standards to Life with Calibration and Coaching
Quality standards come to life when they guide behavior and enable us to deliver consistent...
Read More >>>Strengthen Ties Across the Organization
Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties....
Read More >>>Boosting the Strategic Value of Your Customer Service Operation
Cultivating Customer Advocates
Consider these numbers: Word of mouth drives 20–50% of all purchase decisions. (McKinsey) Advocate customers spend 2 times more than regular customers, and because they stay longer, have a...
Read More >>>Customer Advocacy: Creating the Means to Act
The foundation of customer advocacy is knowing your customers. What they need, expect and experience. But that knowledge won’t get you far without the means...
Read More >>>Hiring for Service: It’s Time for a Rethink
In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service® Newsletter that I...
Read More >>>Be There for Your Customers Podcast
Kathryn Kemp Guylay interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can...
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