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 >>>Category Archives: Leadership
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 >>>15 Ways to Strengthen Your Contact Center
For some contact centers, summer is a slower time of year with fewer customer contacts. If that is true for your center, you might take...
Read More >>>Connecting Hiring, Training and Coaching
Contact Center Future Shock: Channels May Become Part of Our Past
While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in...
Read More >>>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 >>>