“Press 1 for Frustration” Article
This article from Heather Kelly at The Washington Post is a great behind-the-scenes look at the challenges of reaching customer service when call volumes are high and wait times are long. I was honored to be a resource for the article—and I’m thankful for the heroic...
How Long Are Customers Willing to Wait?
With much of the world on lockdown due to the current COVID-19 crisis, contact centers are grappling with both increased workloads and staffing challenges. One helpful framework — now and in more normal times — is to understand the factors that affect customer...
Real-time Management: Level 2 and Beyond
These extraordinary times have impacted our lives in unimaginable ways. They have also impacted customer service in ways we might have never thought possible. For those struggling to manage unexpected volumes of customer contacts, the following real-time management...
The Power of One: Every Agent Matters
In these extraordinary times when many of us have had to transition our customer service agents to work at home, it is more important than ever that all agents understand their individual contribution to servicing customers. And that they understand how much they are...