Gina Szabo once relayed this story to me and gave permission for it to be published in Call Center Management on Fast Forward. Although certainly...
Read More >>>Category Archives: Customer Service
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...
Read More >>>Motivation and Engagement: Your Leadership Matters
Tighten Up Your AHT Projections
Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for...
Read More >>>3 Ways the Contact Center Contributes to Customer Experience
Hot Topic’s “Daily Huddle”
A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service...
Read More >>>Traits of Engaged Employees
The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. They have the desire to...
Read More >>>Communicating Access Alternatives to Customers
Recent Statistics on Employee Engagement
Here are some recent statistics that we gathered for the latest issue of The Edge of Service. Compared with disengaged employees, highly engaged employees are...
Read More >>>10 Customer Expectations You Can’t Afford to Ignore
Erica Strother Marios with ICMI recently put together a slide show on ten key customer expectations (as described in Call Center Management on Fast Forward)....
Read More >>>Four Keys to Retaining Millennial Customers
It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry,...
Read More >>>The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement
The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe...
Read More >>>