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Blog

Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Tag Archives: workforce management

April 21, 2022

Service Metrics for Accessibility and Quality

Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with...

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February 9, 2022

Three Immutable Laws of Contact Centers

There are three immutable laws at work in contact centers that you must keep in mind. They’re always present. Understanding them will help you establish...

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January 20, 2022

Being available for customers

One of the biggest challenges in many organizations is that the work arrives randomly from moment to moment. That’s true in a restaurant, a retail...

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November 17, 2021

Ensuring service metrics are SMART

Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair,...

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June 23, 2020

Empower Your Workforce to Fix Things for Customers

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...

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June 11, 2020

In Customer Service Timing Is Critical

The right place at the right time. It’s a common phrase, but in customer service, it matters more than ever. Timing is critical. In customer...

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April 15, 2020

How Long Are Customers Willing to Wait?

With much of the world on lockdown due to the current COVID-19 crisis, contact centers are grappling with both increased workloads and staffing challenges. One...

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April 3, 2020

Real-time Management: Level 2 and Beyond

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...

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January 2, 2020

Contact Center Scheduling Can Be Creative and Collaborative

It’s a new year and a great time to reflect on challenges in your contact center. Chances are that if you’ve managed a contact center...

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September 12, 2019

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...

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June 13, 2019

The Problem with Daily Averages (and the Solution)

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April 5, 2019

Offer More Consistent Customer Service with Accurate Workload Forecasts

Everything to do with getting resources right in a contact center begins with predicting what...

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Recent Blogs:

  • Building the “Frictionless” Organization—an Interview with Bill Price
  • Forecasting the Contact Center Workload
  • Will the Fundamentals Change?
  • Stories from the Field: Improving the Service Process
  • Celebrate – often!

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