Tag Archives: Contact Center
Innovative Hiring Practices
Here are samples of things different organizations are doing to find, attract and hire the people they need: Zappos offers new employees payments equivalent to...
Read More >>>Recent WebTV Interview on Contact Center Measures
I recently appeared on Laura Sikorski’s WebTV show Sikorski’s Think Abouts. In this interview-style 15-minute video, we discuss 7 measures every contact center should use...
Read More >>>Hiring Statistics
73% of contact centers say the complexity of customer contacts is increasing. (Source: ICMI) 73% of recruiters have hired a candidate through social media. (Source: Jobvite) Job posts get 36% more applications if accompanied by...
Read More >>>New ebook (free), ICMI’s Guide to Contact Center Metrics
I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center...
Read More >>>The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink
The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink...
Read More >>>Building a Customer Service Ecosystem
Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components...
Read More >>>Align the Organization to Deliver the Best Possible Customer Experience
Helping Customers Serve Themselves
Are we doing enough to enable customer self-service? Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52%...
Read More >>>Celebrating 30 Years of Contact Centers
Here’s a short (four-minute) video Brad and the ICMI team developed that shows how service has evolved over the past three decades.
Read More >>>The Edge of Service® Newsletter, Issue 13: Statistics Behind a Service Revolution
The Edge of Service® Newsletter, Issue 13: Statistics Behind a Service Revolution Watermark Consulting hit...
Read More >>>The Best Way to Improve Service
Recently I was asked, what’s the #1 way for any company to improve their customer service? Here’s my take: Think beyond service. Interaction by interaction,...
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