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Putting Abandonment in Perspective

Putting Abandonment in Perspective

May 27, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Workforce Management

In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what is an acceptable rate of abandonment? What is abandonment in such and such an industry? Are there any studies on how long...
Connecting Hiring, Training and Coaching

Connecting Hiring, Training and Coaching

May 24, 2016 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management, Videos

Documenting Your Customer Access Strategy

Documenting Your Customer Access Strategy

May 20, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Multi-channel Support

Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. Too often, the latter is the case. But there are standout examples of plans that are effective and up to date. A...
Cell Phone Inventor Predicts the Next Big Thing

Cell Phone Inventor Predicts the Next Big Thing

May 17, 2016 | Call Center, Contact Center, Customer Service, Mobile

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices). The next big thing, says Cooper, is...
Leaders Need to Spend Time on the Frontline

Leaders Need to Spend Time on the Frontline

May 12, 2016 | Call Center, Contact Center, Customer Service, Leadership, Videos

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