Contact Center Future Shock: Channels May Become Part of Our Past
Recently, I was reminded of this brief interview that I recorded with Jim Rembach of Call Center Coach. We discussed how channels are likely to be approached in the future. I hope the video helps you consider how to prepare your organization for future challenges in...
Adherence to Schedule Tips
Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you...
The Power of Employee Engagement
The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience. Other studies show...
Harness the Potential of Customer Interactions to Deliver Value
The amount of intelligence gathered through customer service is significant, in any industry. There’s far more value to handling customer contacts than improving the satisfaction and loyalty of customers, as vitally important as that is. So, how do you build the...