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 >>>Tag Archives: leadership
The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success
Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that...
Read More >>>Celebrating 30 Years of Contact Centers
It’s a new year and a great time to reflect on how contact centers have changed over time. Here’s a short (four-minute) video I developed with the ICMI team...
Read More >>>The Best-Managed Contact Centers: #2 – They Have a Supporting Culture
Characteristic #2: They Have a Supporting Culture Culture — the inveterate principles or values of...
Read More >>>The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an...
Read More >>>Building Cross-Functional Processes
Many centers have charged a person or a group of people with essential planning responsibilities, i.e., forecasting, staffing and scheduling. As a part of their...
Read More >>>Does Your Executive Team Understand Staffing Tradeoffs?
Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource...
Read More >>>Improving ROI on Quality Monitoring
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 >>>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...
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