Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect...
Read More >>>Category Archives: Contact Center
Don’t Leave Culture to Chance
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 >>>Improvements Must Be Ongoing
Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent...
Read More >>>Improving ROI on Quality Monitoring
Cultivating Effective Communication, Part 2
This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop...
Read More >>>Cultivating Effective Communication, Part 1
Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion,...
Read More >>>Keeping Up with Customer Service Developments
You’re Lookin’ (Too?) Good…
Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center...
Read More >>>5 Secrets of Accurate Scheduling in Today’s Contact Center
How Do You Define Great Customer Service?
Erica Strother Marois recently put together a video for ICMI following ICMI’s Contact Center Expo and Conference. In the video, some of the conference speakers answer...
Read More >>>Service Level: Realistic Targets, Taken Seriously
If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level....
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