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 resources we’re willing to give you, and here’s what we want you to achieve …” That is the proverbial cart before the horse. Consider an analogy. Airlines...
The Measures Every Contact Center Should Have
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels...
The Definition of Customer Experience
This week, I was invited to share my definition of customer experience for CallCentre.co.uk by Hannah Brewer in her “ask the experts” article. You can read my response, as well as others, at their website. Note: This article is no longer available. You can find...
Cutting Costs with Minimum Impact on Customers
