What Are Your Customers' Priorities?
In a recent survey conducted by IntelliResponse, customers chose efficiency over personalization. Of the 1,000 US online consumers who were surveyed, 59% said they want a transactional relationship in which they receive efficient service (versus 24% who want a...
Three Questions that Help Define Contact Center Workload
One of the tenants of running an effective contact center is that you forecast and manage the totality of the center’s workload. Even in organizations that do a good job of handling primary contact channels, we too often find subsets of work that are unexpected,...
Making Good Decisions
One thing we all have in common as leaders and managers is the challenge of making good decisions. And (probably no surprise), there’s a strong correlation between decision effectiveness and business performance, as illustrated by research referenced in this...
Retaining the ‘Right’ Customers
