Call Center Management On Fast Forward

The Best-Managed Contact Centers: #2 – They Have a Supporting Culture

Jan 5, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Characteristic #2: They Have a Supporting Culture Culture — the inveterate principles or values of the organization — tends to guide behavior, and can either support and further or, as some have learned the hard way, ruin the best-laid plans for organizational...

The Best-Managed Contact Centers: #1 – They Produce High Levels of Value

Dec 17, 2015 | Call Center, Contact Center, Customer Service, Leadership

In some organizations, you can feel the energy as soon as you walk in the door. It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.” Everybody knows what the mission...

Building Cross-Functional Processes

Dec 11, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Organization and Culture

Many centers have charged a person or a group of people with essential planning responsibilities, i.e., forecasting, staffing and scheduling. As a part of their job, they are given the task of collecting information required for these activities. But if they...

Align the Organization to Deliver the Best Possible Customer Experience

Jan 16, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Organization and Culture, Videos

Call Centers Can Be Any Size

Dec 27, 2013 | Call Center, Contact Center, Videos