Scott Thomas

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 if you have a team of people who report to you, that rely on you for coaching, that you evaluate...

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 finding food in the garden. The mongoose would smell fruit, giggling and sniffing his way to the fruit trees. The...

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 a few years back… 'Twas the night before Christmas, when all through the center Not a creature was stirring, not even…

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 only viable options for rewarding our employees. Here are 5 employee reward and recognition ideas that are budget friendly! 1. Serve…

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 regular basis? If you are, what kind of data are you receiving? Customer Satisfaction Scores? Net Promoter? Brand Awareness? Product...

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 once it was all said and done, I still felt lost with Lost! Because I have spent a lot of time...

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 I would share some holiday cheer in the form of a poem I wrote a few years back… 'Twas the night...

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 week (Amas Tenumah – Teleflora, VP, Operations) at Call Center Demo & Conference is produced by ICMI. You can find...

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 in behavior. If someone lacks empathy with their customers, they have to purposefully change their actions and statements to successfully...

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 Needs & Wants+Company Actions & Strategies=Highest Level of Services at the Lowest Cost Possible Determining what you should STOP doing for...

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 reasons including compliance, security, etc. Now, consider how this accomplished and tell me if something is missing. We pay one group…

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 your customers to help coach and improve your employee's performance. Visit the Tamer Partners Corporation website at www.tamerpartners.com to find...

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 monotonous while engaging employees. Here is an updated list of ideas from my book "Contact Center Ideas" which you can...

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 that report to you, that rely on you for coaching, that you evaluate and make salary recommendations for… Maybe you...

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, and standard interview questions are not effective at identifying potential candidates. I thought I would share some of my favorite...

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 finding food in the garden. The mongoose would smell fruit, giggling and sniffing his way to the fruit trees. The...

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 do you know of in an organization that captures and audits employee activities nearly every second of their shift? I...

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 keep them within one week of starting. So I thought I'd just share some tips for call center prosperity in...

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. They understand the value of customer feedback, and use our Customer Driven Management (CDM) application to put their customers to...

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 our Customer Driven Management (CDM) application to put their customers to work coaching and advising staff. As a result, I...

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