Archive | Contact Center

3 Quality Benchmarking Lessons from Facebook

Blog post by on July 17, 2014

Social media outlets like Facebook provide a continuous update on how fabulous everyone’s life is. At any moment of the day there’s a new post about something fabulous. But beware of trying to compare the happy summaries …

Thoughts On Remote Work And The Contact Center

Blog post by on July 17, 2014

I was turned on to the wonders of customer service telecommuting several years ago when we installed our first VOIP phone system at the office.  In a small, 24×7 contact center where we could get away with …

10 Top Ways To Improve Contact Center Performance

Blog post by on July 12, 2014

Do you see the contact center as an unavoidable expense? Most managers don’t. They know the value of a customer call center. But some senior managers do. These managers are always asking you to squeeze more out …

Gaining control of your contact center surveys

Blog post by on July 11, 2014

[embedded content]The idea of Performance evaluation can strike fear in the most confident of individuals. So can contact center surveys. Do you remember what it feels like on the morning of an important test? A final exam? …

Customer Experience Takes the Lead Over Productivity

Blog post by on July 2, 2014 Editor's Pick

Improving the customer experience has long been the siren’s call of industry analysts and B2C enterprises, but when out of the spotlight, most would have admitted that driving new revenue, cost reduction and risk avoidance were their primary objectives. However a new day is dawning.