The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process
Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how...
Interview with Business Innovators
Recently, I did a radio interview with Conston Taylor of Business Innovators. You’ll hear thoughts on customer expectations and the importance of making customer service a priority.
Developing a Mobile Customer Access Strategy
The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics
Contact center measurements are plentiful and it’s easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common: They focus on a relatively small number of measures and...