Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access...
Read More >>>Category Archives: Call Center
Interpreting Benchmarks
10 Things Senior Leaders Should Know About Contact Centers
A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill...
Read More >>>Essential Metrics for the Service Operation
There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to...
Read More >>>How Management and Agent Roles Are Changing
Recently, I was reminded of an article that I wrote for ICMI “How Management and Agent Roles Are Changing.” The article discusses the relationship between...
Read More >>>Revisiting Your Service Level Objectives
Caution: Don’t View Contact Center Performance Measures in Isolation
Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost...
Read More >>>Common Misconceptions of Customer Service Quality Standards
Sometimes within an organization, there’s resistance to quality standards. Why is that? They’re a good thing, right? Dig a little deeper, and we’ve found there...
Read More >>>15 Ways to Strengthen Your Contact Center
For some contact centers, summer is a slower time of year with fewer customer contacts. If that is true for your center, you might take...
Read More >>>Connecting Hiring, Training and Coaching
5 Secrets to Better Scheduling Results
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for...
Read More >>>Contact Center Future Shock: Channels May Become Part of Our Past
While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in...
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