One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top. For example: Among other endeavors, Dan Gilbert is...
Read More >>>Yearly Archives: 2019
Quality and First-Contact Resolution: From the Agent’s Perspective
Quality and first contact resolution are essential aspects of effective service. Handling contacts with quality...
Read More >>>The Edge of Service: Principles of Effective Budgeting
It’s that time of the year, and as you head into budgets and budget presentations, I encourage you to make them as complete as they...
Read More >>>Putting Yourself in Your Customers’ Shoes
Many of the most successful leaders I’ve worked with are uneasy depending on surveys and rolled-up data alone to tell them what’s really happening. They...
Read More >>>When Building Your Brand, Be Yourself
In a recent issue of The Edge of Service®, I relay my experience meeting actor and author Henry Winkler at a recent ICMI Conference. Winkler...
Read More >>>Contact Center Management on Fast Forward – Fourth Edition Now Available
It’s hard to believe that Contact Center Management on Fast Forward is in its fourth...
Read More >>>Keeping Your Customer Advocates Engaged
Our customer advocates trust us. If they didn’t, they wouldn’t be advocates. They want that trust to continue and we need to do our part...
Read More >>>12 Principles for Building Profitable Customer Relationships
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately,...
Read More >>>Contact Center Future Shock: Channels May Become Part of Our Past
Recently, I was reminded of this brief interview that I recorded with Jim Rembach of...
Read More >>>Adherence to Schedule Tips
Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to...
Read More >>>The Power of Employee Engagement
The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of...
Read More >>>Harness the Potential of Customer Interactions to Deliver Value
The amount of intelligence gathered through customer service is significant, in any industry. There’s far...
Read More >>>