The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process 


The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process 


Feb 14, 2019 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Quality Management

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 contact...

Contact Center Future Shock: Channels May Become Part of Our Past

Jun 28, 2018 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Videos

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future. I hope the video helps you consider how to prepare your organization for future challenges in the...