Innovation is the heartbeat of customer experience
The world is changing and customer expectations are evolving so innovation is the heartbeat of customer experience. Innovation’s a cool word but at its heart is change so you have to be intentional about encouraging and enabling change. But how do...
Controlling Contact Center Costs—the Right Way
With the current economic challenges, many organizations are likely to look for ways to control costs as they serve customers. Done right, these efforts can be successful. But the wrong approach can backfire in the form of new and/or hidden costs, frustrated employees...
Measuring Individual Performance in a Customer Contact Center
Measuring individual performance is a topic that has long been controversial. Performance measures are usually tied to behavior expectations and standards so many questions can come up. Are the measures fair? Are they truly within an...
Important Lessons for Leveraging Technology
With a clear vision and sound processes, the right technology solutions tend to come into focus. Some improvements will be incremental—small wins here and there—and others will be more sweeping. As you look for ways to leverage technology—whether incremental or...