Here are some of the steps organizations are taking to reinforce the power of one. Think through how you could approach them with your customer...
Read More >>>Category Archives: Customer Service
Forecasting the Customer Contact Workload
Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how...
Read More >>>Strategy Drives Structure
Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access...
Read More >>>Interpreting Benchmarks
10 Things Senior Leaders Should Know About Contact Centers
A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill...
Read More >>>Essential Metrics for the Service Operation
There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to...
Read More >>>How Management and Agent Roles Are Changing
Recently, I was reminded of an article that I wrote for ICMI “How Management and Agent Roles Are Changing.” The article discusses the relationship between...
Read More >>>Revisiting Your Service Level Objectives
Caution: Don’t View Contact Center Performance Measures in Isolation
Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost...
Read More >>>Common Misconceptions of Customer Service Quality Standards
Sometimes within an organization, there’s resistance to quality standards. Why is that? They’re a good thing, right? Dig a little deeper, and we’ve found there...
Read More >>>Connecting Hiring, Training and Coaching
5 Secrets to Better Scheduling Results
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for...
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