When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit...Read More >>>
Category Archives: Contact Center
Can agents get work done between customer contacts?
I know, I know. It’s busy out there. The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going to reduce workload?). Your team...Read More >>>
6 Traits of a Customer-Focused Culture
I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long,...Read More >>>
Employee Engagement: The Key Driver and 4 More
The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose. Watch this...Read More >>>
A “safe” CX strategy may be dangerous
You know the stories about companies that were successful—until they weren’t. Kodak. Blockbuster. Gateway. These were solid companies with high-quality products, operating under established business...Read More >>>
Listening to the Voice of the Customer
The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and...Read More >>>
Use a CX dashboard to cut through the clutter
The disciplines of customer experience and employee experience wouldn’t exist without access to large amounts of data. That includes, increasingly, the insights generated by artificial...Read More >>>
Building the “Frictionless” Organization—an Interview with Bill Price
Bill Price is a longtime friend and industry colleague in the customer service space. Bill...Read More >>>
Forecasting the Contact Center Workload
Everything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be. Workload is what leads to how many agents...Read More >>>
Will Contact Center Fundamentals Change?
The technologies powering today’s always-on world, along with fast-evolving customer expectations, are dramatically changing the nature of how products and services are provided and supported....Read More >>>
Stories from the Field: Improving the Service Process
Focusing on improvements at the process level is so powerful. I once did some work for a company that provides software packages for businesses, and I spent some time...Read More >>>
Celebrate – often!
Would you go to a game and wait until your team won to cheer? Building an organization (or division, function, or team) that consistently delivers...Read More >>>