The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe...
Read More >>>Monthly Archives: May 2016
Putting Abandonment in Perspective
In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what...
Read More >>>Connecting Hiring, Training and Coaching
Documenting Your Customer Access Strategy
Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various...
Read More >>>Cell Phone Inventor Predicts the Next Big Thing
According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And...
Read More >>>Leaders Need to Spend Time on the Frontline
The Best Managed Contact Centers: #12 – They See the Possibilities
The contact center profession has come a long way in recent years. Customer expectations are...
Read More >>>Focus on the Next Three Hours
Recently, I was invited to participate in Jim Rembach’s FastLeader Show Podcast. It was a great experience and gave me the opportunity to reflect on...
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