Scott Thomas
Scott Thomas
Scott O. Thomas is the Senior Partner with Proponisi. Proponisi provides award winning enterprise product solutions and professional services to customer driven organizations. Greek for "coaching", the word Proponisi reflects our software's ability to leverage your customers to coach, encourage and provide feedback directly to your employees.
Maybe You Should Increase Your Talk Time
Maybe you should consider increasing your talk time… If you work in a call center, that's probably the last thing you want to hear… But...
The Mongoose & the Anteater: 10 Things To Do In Your Contact Center Today
Once upon a time, in a garden far away, there lived a mongoose and an anteater. Each morning they would awake and begin the day...
Twas the night before Christmas in the Call Center 2012
I can't believe it's December 2012! Once again, I thought I would share some holiday cheer in the form of a poem I wrote...
Rewarding Contact Center Employees When the Budget is Tight
Sometimes reward and recognition programs take a hit in a downturn economy. We make the assumption that movie tickets or other chachkies are the...
Voice of the Customer as a Leadership Resource
Do you currently have a VOC (Voice of the Customer) program in your organization? Are you or your marketing department conducting surveys on a...
4 8 15 16 23 42 – Are You LOST in your contact center?
I will admit it. I watched ABC's hit series Lost. It had some great moments, especially in the first 3 or 4 seasons, but...
Twas the Night Before Christmas in the Call Center 2011
I can't believe it's December 2011 and as I post this, it's only 10 days, 9 hours, and 55 minutes until Christmas! I thought...
How Does Your Contact Center Garden Grow?
How Does Your Contact Center Garden Grow? Hopefully with an Employee Engagement Plan! I have the opportunity to speak with one of my clients this...
The Four Steps to Changing Employee Behavior
One of the primary goals of any leader is to continually develop their staff. Improving employee performance typically requires some sort of sustainable change...
One Step Beyond Listening to the Voice of the Customer (VOC)
Why should we understand our customer's needs and wants? Because thats the most cost effective way to run an organization. The formula is simple:Customers...
Quality Monitoring – What’s Missing?
Call Centers typically implement Quality Monitoring to monitor the customer experience, improve employee performance, and ultimately improve the customer experience. Granted there are others...
Call Center Bingo & Other Games for Your Contact Center
Thanks for visiting my site! Contact me or visit my company website to start a free trial of our hosted CDM software. CDM allows...
Ten Ways to Cure Boredom in Your Contact Center
Working in a contact center can sometimes become a boring or tedious job. Often times I'm asked about ideas to make the job less...
Maybe You Should Increase Your Talk Time
If you work in a call center, that's probably the last thing you want to hear… But if you have a team of people...
Contact Center Management Interview Questions
Over the years I've conducted many contact center interviews to hire front-line agents, supervisors, managers, trainers, workforce managers, and directors. Contact centers are complex,...
The Mongoose & the Anteater: 10 Things To Do In Your Contact Center Today
Once upon a time, in a garden far away, there lived a mongoose and an anteater.Each morning they would awake and begin the day...
When the Goal Becomes More Important Than Its Purpose
Call centers have lots of numbers. Tons of metrics. If you like to measure or monitor things, you'll love call centers! What other department...
4 Sales and Service Contact Center Tips for 2011
I thought about writing some New Year`s resolutions but a recent study has found that most people who make New Year`s resolutions fail to...
Hello, HAL. Do you read me, HAL?
Customers Serve Us! Hello, HAL. Do you read me, HAL? I love the fact that I get to work with companies that are customer driven....
Customers Serve Us – A new blog series
I love the fact that I get to work with companies that are customer driven. They understand the value of customer feedback, and use...