The Best Managed Contact Centers: #12 – They See the Possibilities
The contact center profession has come a long way in recent years. Customer expectations are high, and for good reason. For the most part, contact centers have learned how to deliver. Collectively, they have invested billions in equipment, networks and software. They...
Focus on the Next Three Hours
Recently, I was invited to participate in Jim Rembach’s FastLeader Show Podcast. It was a great experience and gave me the opportunity to reflect on what has mattered most over the years. One bit of advice that has made an impact on my career is to focus on the...
Interpreting Benchmarks
The Best Managed Contact Centers: #11 – They Are Willing to Experiment
The most successful contact center teams continually review and reassess how they do things and the results they are achieving. What can be improved? What should be scrapped? What assumptions no longer make sense? What can be done differently? They would agree with...