Measuring Individual Performance in a Customer Contact Center
Measuring individual performance is a topic that has long been controversial. Performance measures are usually tied to behavior expectations and standards so many questions can come up. Are the measures fair? Are they truly within an...
Important Lessons for Leveraging Technology
With a clear vision and sound processes, the right technology solutions tend to come into focus. Some improvements will be incremental—small wins here and there—and others will be more sweeping. As you look for ways to leverage technology—whether incremental or...
Developing Your Service Strategy
Whether you’re a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers. Strategy is the bridge between your organization’s vision and mission and the specific...
Do your goals and metrics foster employee engagement?
This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. The work we’re handling has surged and become more complex, while the employees we need to handle it...