Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for...
Read More >>>Yearly Archives: 2015
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 >>>The Best-Managed Contact Centers: #1 – They Produce High Levels of Value
In some organizations, you can feel the energy as soon as you walk in the...
Read More >>>Encouraging Customers to Use Self-Service Channels
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 >>>Should We Have Objectives for Abandonment?
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
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...
Read More >>>Don’t Leave Culture to Chance
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...
Read More >>>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...
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