Does Your Executive Team Understand Staffing Tradeoffs?
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 results in big problems. It’s essential that those making decisions have...
eCornell Videos: Empowering Agents with the Right Information and Training
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the third of five videos. You can view the first video at Delivering Consistent Service and the second at Retaining the Right Customers.
Summary of Customer Service Research
Sharpen has pulled together research and articles from various sources to summarize opportunities for improvement in customer service. Their conclusions include: The demand for omni-channel is pervasive Initial IVR systems need to be clearer and more efficient...
eCornell Videos: Retaining the “Right” Customers
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the second of five videos. You can view the first video at Delivering Consistent Service.