Contact Center Management on Fast Forward – Fourth Edition Now Available

Contact Center Management on Fast Forward – Fourth Edition Now Available

Oct 23, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Quality Management, Workforce Management

It’s hard to believe that Contact Center Management on Fast Forward is in its fourth edition. It is a testimony to the strategic importance of contact centers to organizations of virtually any type. It has been a privilege to be a part of an industry that is...
The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process 


The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process 


Feb 14, 2019 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Quality Management

Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact...