The Changing Role of Supervisors
Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging channels, proliferation of social media, the competitive importance of customer relationships, and the wide...
Be Careful When Interpreting Benchmarks
A Way of Doing Business
One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will...
So Many Ways to Interact with Customers
If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer). Visit the GM customer assistance group focused on social...