The Best-Managed Contact Centers: #4 – They Build Plans and Services around Evolving Customer Expectations
One of the most critical — and difficult — aspects of managing a contact center in coming months and years will be to provide services that satisfy changing consumer demands. Those who fall behind will pay a brutal price: dissatisfied customers, insufficient support...
Are Your Mobile Apps Ready for Prime Time?
Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time. In results that were probably no surprise, a Compuware study found that customers have little tolerance for glitchy or...
5 Secrets of Accurate Scheduling in Today’s Contact Center
The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success
Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that you don’t see every day at Virgin Mobile’s Customer Care center. Nintendo has a break room (yes, with video games) that puts most others to shame....