Boosting Quality and Innovation

Every customer interaction your organization handles provides implicit and/or direct insight into processes, products, policies, services, customers and the external environment. You have the opportunity to play a central role in building a stronger organization with better services and products across the board – but it’s a role that must be earned. Making significant quality and service improvements requires leadership …

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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 one month’s salary to leave. This helps ensure that those who stay truly want to be there. In Australia, IKEA placed “career instructions” in its products’ flat-packed boxes, attracting thousands of quality applicants through the …

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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 a recruiting video. (Source: Jobcast) A strong talent brand (i.e., what talent thinks, feels, and shares about your company as a place to work) reduces …

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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 Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Download your copy here!

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