The contact center profession has come a long way in recent years. Customer expectations are...
Read More >>>Category Archives: Contact Center
Focus on the Next Three Hours
Recently, I was invited to participate in Jim Rembach’s FastLeader Show Podcast. It was a great experience and gave me the opportunity to reflect on...
Read More >>>Interpreting Benchmarks
The Best Managed Contact Centers: #11 – They Are Willing to Experiment
The most successful contact center teams continually review and reassess how they do things and...
Read More >>>The Essential Role of Today’s Front Line Managers
Rewind the clock about ten years, and you’d find top level managers in many organizations, along with most industry pundits, predicting that front line managers...
Read More >>>Boosting the Strategic Value of Your Customer Service Operation
The Single Customer View – Myth or Reality
“Is the Single Customer View a realistic ambition or just a pipe dream talked about at conferences?” That’s the question asked in the latest CCE...
Read More >>>The Best Managed Contact Centers: #10 – They Build an Effective Organization
Successful contact center leaders design an organizational structure that facilitates collaboration among and across job...
Read More >>>The Influencers Customer Service Report
Recently, I was reminded about a report that OneReach put together in October. They asked 63 customer service influencers to answer the question “What’s the best...
Read More >>>Staffing for Weekends
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s...
Read More >>>The Problem with Daily Averages (and the Solution)
The Best Managed Contact Centers: #9 – They Get the Budget and Support They Need
Far too many contact centers are operating under the auspices of, “OK, here are the...
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