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 (a.k.a. supervisors) would become less important in contact centers, and that their numbers would begin to...
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 Board of Experts “ask the experts” article by Hannah Brewer. Note: This article is no longer available. You can find...
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 roles and business units. They tap into the principles of good organizational design and revisit their structure often. They continually work on...