Want Engaged Employees? Eliminate Conflicting Objectives
I remember visiting an organization and being given a list of team members ranked by their “productivity.” The person at the bottom of the list was helping fewer customers and more of her cases were still open, waiting for resolution. Her manager was concerned. But as...
Contact Center Planning: From Chaos to Customer-Focus
When I think of contact center planning, this definition from the International Customer Management Institute, ICMI, is the first thing that comes to mind. Contact center management is the art of having the right number of properly skilled people and supporting...
Customer Centricity Starts at the Top: Leadership’s Role in Fostering a CX-Driven Culture
I once had the opportunity to play golf with four NFL quarterbacks: Drew Brees, Carson Palmer, Chase Daniel and Drew Stanton. It was part of a high school fundraising auction that included a dozen lucky bidders. I don’t play golf often, and when I found out I’d won a...
Customer Feedback: Analyzing Input
In the strategic approach to managing customer feedback, analyzing input is where disparate data begins to come to life and tell stories. It’s a bit like putting a snorkel mask on and jumping off a boat to explore the coral reef. What you discover is nothing...