Call Center Management On Fast Forward

Building a Cohesive Virtual Team

Mar 11, 2020 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Information and communications technologies have created organizations that span geography and time. Multi-site environments, cross-functional teams, and extended-hour or 24/7 operations are common contact center examples. If you are a manager or director, you may...

The Contact Center’s Role in Building Self-Service

Feb 4, 2020 | Call Center, Contact Center, Customer Service, Multi-channel Support, Self-service

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information about which contacts can be automated or handled in customer...

Time-Tested Tips for Handling Tough Contacts

Jan 16, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Organization and Culture

How equipped are your agents for those situations when something is going wrong? When customers are clearly upset? Here are some time-tested tips: If your organization messed up, acknowledge it in a sincere way—and in plain language. (How often as a customer do you...

Hands-on Leadership

Dec 11, 2019 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top. For example: Among other endeavors, Dan Gilbert is the founder and chairman of Quicken Loans, the...

Contact Center Management on Fast Forward – Fourth Edition Now Available

Oct 23, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Quality Management, Workforce Management

It’s hard to believe that Contact Center Management on Fast Forward is in its fourth edition. It is a testimony to the strategic importance of contact centers to organizations of virtually any type. It has been a privilege to be a part of an industry that is...