You’re Lookin’ (Too?) Good…

Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center looks as productive as possible to senior management. However, if you mask serious resource deficiencies or process problems, the center is less likely to get the resources and support it needs. That, in turn, will …

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How Do You Define Great Customer Service?

Erica Strother Marois recently put together a video for ICMI following ICMI’s Contact Center Expo and Conference. In the video, some of the conference speakers answer the question “How do you define great customer service?” The answers provide some food for thought as you consider how great customer service is defined in your organization.  

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Service Level: Realistic Targets, Taken Seriously

If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve. Once you know your center’s true capabilities, you must be able to back up your objectives with the right amount …

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Great Customer Service on a Shoestring Budget

The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. The Institute’s Evergreen Journal recently published an article I wrote on delivering great customer service. It includes four recommendations that don’t require significant upfront investment. The article, “Great Customer Service on a Shoestring Budget,” is available here.

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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 mismatches quickly results in big problems. It’s essential that those making decisions have a basic understanding of staff tradeoffs in a contact center (read: real time) environment. The following table is an example of how …

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