New technologies are not passive — they are changing customer expectations, causing reallocations of resources,...
Read More >>>Category Archives: Customer Service
5 Secrets of Accurate Scheduling in Today’s Contact Center
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....
Read More >>>Establishing an Overall Objective for Quality Service
Is it a good idea to establish an overall measure of quality service? I believe so, but there are some cautions, and some traps to...
Read More >>>Leaders Need to Spend Time on the Frontline
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...
Read More >>>The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process
Effective planning is a central theme in the best contact centers. A major objective of...
Read More >>>Aligning the Organization to Deliver the Best Possible Customer Experience
The Best-Managed Contact Centers: #4 – They Build Plans and Services Around Evolving Customer Expectations
One of the most critical — and difficult — aspects of managing a contact center...
Read More >>>Make the Required Investments to Support Your Customer Service Strategy
Ensuring that your organization is making required investments is an essential step in developing your...
Read More >>>The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success
Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that...
Read More >>>