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 >>>Monthly Archives: November 2015
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...
Read More >>>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...
Read More >>>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...
Read More >>>