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Reinforce the “Power of One”

Sep 5, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Quality Management

Here are some of the steps organizations are taking to reinforce the power of one. Think through how you could approach them with your customer service team. Educate each person on how much impact he or she has on the queue—incorporate these or similar scenarios into...

Forecasting the Customer Contact Workload

Aug 30, 2018 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of work stations you need, even how many snacks are...

Strategy Drives Structure

Aug 24, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

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 strategy. For example, I recall helping an insurance company with agent group...

Interpreting Benchmarks

Aug 22, 2018 | Call Center, Contact Center, Customer Service, Leadership, Videos

10 Things Senior Leaders Should Know About Contact Centers

Aug 17, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

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 their potential, customer contact centers need commitment and involvement from the top. And a prerequisite to getting...

Essential Metrics for the Service Operation

Aug 10, 2018 | Call Center, Contact Center, Customer Service, Leadership, Quality Management, Workforce Management

There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to that question in my Lynda.com video “Essential Metrics for the Service Operation” from...
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