Monthly Archives: December 2016
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...
Read More >>>5 Secrets of Accurate Scheduling in Today’s Contact Center
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...
Read More >>>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....
Read More >>>eCornell Videos: For the First Time Ever, the Customer Is in Control
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s...
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