If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level....
Read More >>>Category Archives: Leadership
Agent Performance Standards: Keep It Simple
In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted...
Read More >>>Improving ROI on Quality Monitoring
Cultivating Effective Communication, Part 2
This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal...
Read More >>>Cultivating Effective Communication, Part 1
Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion,...
Read More >>>Maximize Contact Center Impact and Value
Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value. Find out more...
Read More >>>You’re Lookin’ (Too?) Good…
Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center...
Read More >>>Motivation and Engagement: Your Leadership Matters
Common Pitfalls in Service Metrics
“Not everything that counts can be counted,” and “not everything that can be counted counts.” This quotation is sometimes attributed to Albert Einstein and though...
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 >>>Interpreting Benchmarks
Putting Abandonment in Perspective
In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what...
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