The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process
Effective planning is a central theme in the best contact centers. A major objective of good planning is to get the right number of skilled people and supporting resources in place at the right times, doing the right things. But systematic planning accomplishes more...
Aligning the Organization to Deliver the Best Possible Customer Experience
The Best-Managed Contact Centers: #4 – They Build Plans and Services Around Evolving Customer Expectations
One of the most critical — and difficult — aspects of managing a contact center is to provide services that satisfy changing consumer demands. Those who fall behind pay a brutal price: dissatisfied customers, insufficient support from the organization and low morale...
Make the Required Investments to Support Your Customer Service Strategy
Ensuring that your organization is making required investments is an essential step in developing your customer service strategy. You will need to define, at a high level, the investments and funding necessary to support your vision. In my recent LinkedIn Learning...