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The Problem with Daily Averages (and the Solution)
Monthly Archives: March 2016
The Best Managed Contact Centers: #9 – They Get the Budget and Support They Need
Far too many contact centers are operating under the auspices of, “OK, here are the resources we’re willing to give you, and here’s what we want you to achieve …” That is the proverbial cart before the horse. Consider an analogy. Airlines couldn’t possibly operate a flight without a tangible connection between the results they want to achieve and the …
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The Measures Every Contact Center Should Have
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and social contacts – we produce mounds of data! And even so, many organizations are operating without information that is essential …
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The Definition of Customer Experience
This week, I was invited to share my definition of customer experience for CallCentre.co.uk by Hannah Brewer in her “ask the experts” article. You can read my response, as well as others, at their website.
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Cutting Costs with Minimum Impact on Customers
The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission
New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers. The best contact centers identify the technologies that further the mission of the organization, and they implement them with the necessary foresight, planning and training. They also recognize that an important (according …
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Customer Service, Brand Loyalty and Long-Term Success
Here are some powerful statistics that demonstrate the links between customer service, brand loyalty and long-term success. 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand 62% of global consumers have stopped doing business with a brand or organization due to a poor customer service experience. …
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Great Service Is a Leadership Responsibility
Recently, I gave a presentation at the Tugboat Institute Summit. The talk focused on how great service must emanate from the top. No matter how big or experienced your competitors are, quality customer care is a business’ most powerful differentiator. Great service is a leadership responsibility that can provide tremendous strategic value. You can watch the 20 minute presentation “Beyond …
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Understanding the “Power of One”
Last week’s Contact Center Insider, ICMI’s weekly e-newsletter, includes an article I wrote “Understanding the ‘Power of One’ – As Important as Ever.” While we know the impact each agent has on individual customers and the subsequent publicity (good or bad) that can come from those experiences, the power of one refers more specifically to queues and wait times. Agents …
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