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 see many different styles; what are your thoughts on what makes an effective leader?” It is a great question and a few things come to mind. One is, and I’d put this at the top …

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The Best-Managed Contact Centers: #4 – They Build Plans and Services around Evolving Customer Expectations

One of the most critical — and difficult — aspects of managing a contact center in coming months and years will be to provide services that satisfy changing consumer demands. Those who fall behind will pay a brutal price: dissatisfied customers, insufficient support from the organization and low morale in the contact center. But those who stay ahead of the …

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Are Your Mobile Apps Ready for Prime Time?

Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time. In results that were probably no surprise, a Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Specifically, 71% of users have a low tolerance for unstable apps and …

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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 you don’t see every day at Virgin Mobile’s Customer Care center. Nintendo has a break room (yes, with video games) that puts most others to shame. Wells Fargo Banker Connection has a somewhat more formal, polished atmosphere — expected and fitting in the banking environment. …

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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 the organization — tends to guide behavior, and can either support and further or, as some have learned the hard way, ruin the best-laid plans for organizational change. While there is no guaranteed formula for creating a supporting culture, many seasoned managers agree that shaping …

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