While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in...
Read More >>>Category Archives: Customer Service
The Power of Brand Advocacy
Do you know who your company’s brand advocates are? Do you recognize and engage with them? If you answered no to these questions, you may...
Read More >>>Common Causes of Employee Turnover
Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred...
Read More >>>7 Rules of the Road for Recruiting and Hiring
Transform Knowledge into Intelligence and Support
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input...
Read More >>>Prioritizing Service Improvements
As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources...
Read More >>>10 Causes of Inaccurate Forecasts (and How to Avoid Them)
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good...
Read More >>>Building a Culture of Engaged Employees
Service Level: Realistic Targets, Taken Seriously
If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level....
Read More >>>The Power of One: Every Agent Matters
The power of one is among the most important principles for any agent to understand. This video shows the impact each person makes on service...
Read More >>>Agent Performance Standards: Keep It Simple
In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted...
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