Hands-on Leadership

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 giant Detroit-based mortgage lender. Gilbert speaks often of Quicken’s core values, saying that they “drive every decision, …

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Quality and First-Contact Resolution: From the Agent’s Perspective

Quality and first contact resolution are essential aspects of effective service. Handling contacts with quality is at the heart of a customer service agent’s role in the organization. First contact resolution is an outcome of quality, really an extension. Better quality minimizes repeat calls and rework, and customers double-checking because they lack confidence. The time the customer spends with you …

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The Edge of Service: Principles of Effective Budgeting

It’s that time of the year, and as you head into budgets and budget presentations, I encourage you to make them as complete as they need to be — but as brief and to the point as possible. In a recent issue of The Edge of Service®, I include an excerpt from one of the LinkedIn Learning Courses that I’ve …

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When Building Your Brand, Be Yourself

In a recent issue of The Edge of Service®, I relay my experience meeting actor and author Henry Winkler at a recent ICMI Conference. Winkler reminded me of advice that my mother used to give me, especially when facing awkward or difficult challenges—”just be yourself.” It was sound advice then, and it still is now. And I believe it’s good …

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Contact Center Management on Fast Forward – Fourth Edition Now Available

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 dedicated to connecting with customers and helping organizations succeed. If you’ve read any …

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Keeping Your Customer Advocates Engaged

Our customer advocates trust us. If they didn’t, they wouldn’t be advocates. They want that trust to continue and we need to do our part of this. Sadly, businesses lose advocates daily. Often, this stems more from neglect than from anything we do. The video below looks at five principles for maintaining trust and keeping the momentum going. This video …

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Adherence to Schedule Tips

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1. Educate each person on how much impact he or …

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Article on Customer Service Trends

Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de la Cruz of Directly and I provide insight into artificial intelligence (AI), omnichannel strategies, and agent involvement in the future. If these are issues on your mind for the future of your customer service center, …

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