Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some...
Read More >>>Tag Archives: Contact Center
Interpreting Benchmarks
Matching Staff to Workload
Contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making staffing decisions...
Read More >>>Leaders Need to Spend Time on the Frontline
Traits of the Best Leaders
Often I am asked what I look for in leadership. The question is usually something like, “You go into a lot of different organizations and...
Read More >>>Connecting Hiring, Training and Coaching
Defining Quality in Customer Service
What does quality mean in customer service? What are standards and where do they come from? Take 5 minutes to explore these questions and learn...
Read More >>>Staffing for Weekends
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s...
Read More >>>Boosting the Strategic Value of Your Customer Service Operation
Be There for Your Customers Podcast
Kathryn Kemp Guylay recently interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You...
Read More >>>Expert Insight from ICMI Thought Leaders
ICMI recently put together the e-book Expert Insights on 8 of your Biggest Contact Center Challenges, featuring the ICMI Top 50 Thought Leaders. You’ll find...
Read More >>>Videos to Spark Discussion
Are you looking for a way to incorporate long-term improvement into your team meetings? Take a few minutes during your next team meeting to watch...
Read More >>>