One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization....
Read More >>>Tag Archives: leadership
Managing a Contact Center: The Immutable Laws
For contact centers to deliver great service they need to get the right resources in the right places at the right times. This is no...
Read More >>>Strategy Drives Structure
Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access...
Read More >>>New Technology: Leadership Is Essential
New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach,...
Read More >>>Leading a Distributed Team
Don’t Forget the Oboes
A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction. For example, some consulting organizations have...
Read More >>>Transform Knowledge into Intelligence and Support
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input...
Read More >>>Motivation and Engagement: Your Leadership Matters
Hot Topic’s “Daily Huddle”
A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service...
Read More >>>Interpreting Benchmarks
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...
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