Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect...
Read More >>>Monthly Archives: January 2017
Don’t Leave Culture to Chance
Caution: Don’t View Contact Center Performance Measures in Isolation
Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost...
Read More >>>Always Connected: Blessing or Curse? (Brad’s TEDx Talk)
Is being “always connected” a blessing or a curse? Are you in charge or a slave to your smartphone? This TEDx Talk covers three principles...
Read More >>>Improvements Must Be Ongoing
Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent...
Read More >>>Improving ROI on Quality Monitoring
Cultivating Effective Communication, Part 2
This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop...
Read More >>>Cultivating Effective Communication, Part 1
Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion,...
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