September is in full swing and for many of us that means the beginning of another busy season. How do you stay connected with family,...

September 5, 2018

Reinforce the “Power of One”

Here are some of the steps organizations are taking to reinforce the power of one. Think through how you could approach them with your customer...

August 30, 2018

Forecasting the Customer Contact Workload

Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how...

August 24, 2018

Strategy Drives Structure

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access...

August 22, 2018

Interpreting Benchmarks

August 17, 2018

10 Things Senior Leaders Should Know About Contact Centers

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill...

August 10, 2018

Essential Metrics for the Service Operation

There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to...

August 7, 2018

How Management and Agent Roles Are Changing

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...

July 27, 2018

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...

July 24, 2018

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...

July 20, 2018