Call Center Management On Fast Forward

Improving Performance: Two Types of Standards

Aug 20, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Quality Management

The cornerstone of an effective quality observation process is documenting specific, observable behaviors and tailoring coaching accordingly. An effective way to consider performance (quality) standards is to categorize them as either “foundation” or “finesse.”...

Make Your Customer Access Strategy Uniquely Yours

Aug 6, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

What access channels should be opened up? What’s the nature of service you intend to provide? Beyond applying sound management principles, these decisions are yours to make. My overarching advice: Make your customer access strategy uniquely yours — do what’s best for...

Empower Your Workforce to Fix Things for Customers

Jun 23, 2020 | Call Center, Contact Center, Customer Service, Organization and Culture, Workforce Management

Real-time management is often viewed as a matter of responding to workload quantities. What’s often missed in these discussions is how to respond to the nature of the workload. If it’s heavy, there usually are underlying issues driving it. You can throw all the...

Controlling Contact Center Costs the Right Way

Apr 30, 2020 | Call Center, Contact Center, Leadership

With the current economic challenges, many organizations are likely looking for ways to control costs as they serve customers. Done right, these efforts can succeed. But the wrong approach can backfire and result in new and/or hidden costs, frustrated employees and...

Real-time Management: Level 2 and Beyond

Apr 3, 2020 | Call Center, Contact Center, Customer Service, Leadership, Workforce Management

These extraordinary times have impacted our lives in unimaginable ways. They have also impacted customer service in ways we might have never thought possible. For those struggling to manage unexpected volumes of customer contacts, the following real-time management...