Hands-on Leadership

One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top. For example: Among other endeavors, Dan Gilbert is the founder and chairman of Quicken Loans, the giant Detroit-based mortgage lender. Gilbert speaks often of Quicken’s core values, saying that they “drive every decision, …

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Quality and First-Contact Resolution: From the Agent’s Perspective

Quality and first contact resolution are essential aspects of effective service. Handling contacts with quality is at the heart of a customer service agent’s role in the organization. First contact resolution is an outcome of quality, really an extension. Better quality minimizes repeat calls and rework, and customers double-checking because they lack confidence. The time the customer spends with you …

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