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: Organization and Culture
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 >>>
Customer Advocacy: The Secret Sauce
There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s...Read More >>>
5 Secrets to Quality Service
I’ve seen organizations achieve every level of success. Some top their industry in customer loyalty, and they enjoy the strong business results that come with it. Others struggle as...Read More >>>
Who are your innovators?
I once had a chance to meet and talk with the late W. Edwards Deming. Dr. Deming was one of the world’s preeminent quality gurus,...Read More >>>
Great customer experiences happen by design￼
Customer-centric organizations spend proportionally more time designing processes and proportionally less time getting better at appeasing unhappy customers. They devote their attention to eliminating what...Read More >>>
Controlling Contact Center Costs—the Right Way￼
With the current economic challenges, many organizations are likely to look for ways to control costs as they serve customers. Done right, these efforts can...Read More >>>
Measuring Individual Performance in a Customer Contact Center￼
Measuring individual performance is a topic that has long been controversial. Performance measures are usually tied to...Read More >>>
Do your goals and metrics foster employee engagement?
This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of...Read More >>>
Create a Specific, Compelling Vision
A clear vision, well communicated and continually reinforced by you, is essential to engaging your employees, aligning objectives, and driving action. Vision can take many...Read More >>>