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...
Read More >>>Yearly Archives: 2017
Cultivating a Customer-Focused Culture
The number one key to sustaining great service is culture. The culture of doing the daily hard work to focus on what’s best for customers....
Read More >>>12 Principles for Building Profitable Customer Relationships
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately,...
Read More >>>7 Suggestions for Improving Schedule Adherence
10 Things Senior Leaders Should Know About Contact Centers
A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill...
Read More >>>Boosting the Strategic Value of Customer Interactions
One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization....
Read More >>>Managing a Contact Center: The Immutable Laws
For contact centers to deliver great service they need to get the right resources in the right places at the right times. This is no...
Read More >>>Strategy Drives Structure
Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access...
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 >>>Adherence to Schedule Tips
Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to...
Read More >>>5 Secrets of Accurate Scheduling in Today’s Contact Center
Common Causes of Turnover
Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred...
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