The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. Recently, I was reminded of an article the Institute’s Evergreen Journal published on delivering great customer service. It...
How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are there alternatives to quality standards in guiding behavior? These questions and more are explored in the video Ensuring...
Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making decisions have a...
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels...
