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...
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...
Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication. However, if errors and...
Sometimes within an organization, there’s resistance to quality standards. Why is that? They’re a good thing, right? Dig a little deeper, and we’ve found there are several common misconceptions that can hamper their development and use. This video...
