Bill Price

Skip Ahead a Year To See How 2006 Turned Tumult Into Customer Satisfaction

It's 2007, and it's hard to believe all the changes in contact centers this past year. In 2005, the industry faced some heavy challenges, and it wasn't clear it could get out of the hole. But 2006 turned out to be a banner year...

For a Driving-Force Metric, Consider CPX

In the beginning, there were ... lots and lots of easy-to-obtain operational metrics such as "average speed of answer" (ASA) and "average handle time" (AHT), and some pundits crudely and erroneously associated them with strategic importance, even quality. Even though these are well-known contact...

Select Service Providers With Listening in Mind

Selecting a service provider should be more like a business merger or acquisition or even someone seeking a lifelong soul mate, instead of the arms-length, hard-nosed, knock-down drag-out situations we too often see (or are called in to change). I once addressed a group of...

Improving the Supply Chain: Focus on the Best Agents

Here are two typical conversations I've had when consulting with contact centers. Exchange No. 1 Consultant: Hi, we'd like to spend the next half day sitting next to your best customer service agent, double-jacking into their calls with your customers or observing how they do…

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