Getting Top-Level Support for the Contact Center

Over the years, I’ve had the chance to speak with many world-class service providers—companies that are recognized as leading service providers within their industries. These companies stand out by putting their customers and frontline staff at the forefront of their processes and policies through demonstrated practices (think deeds, not words). One thing that all of [...]

Outsourcing Growing In Popularity But Results Not Always In Line With Expectations

The annual Middle East Call Centre ‘2012 (MECC ’12) show organized by INSIGHTS in Dubai for June 5/6 will feature a special, stand-alone Conference track on Contact Centre Outsourcing (MECCO) to help regional organisations make optimum decisions regarding choosing an Outsourcing provider  and, in particular, avoid entering into unsuitable agreements. According to Dominick Keenaghan, president [...]

Set Your Sights on FCR

As I work with contact centers across all sizes and vertical markets, I hear a consistent theme focusing on serving customers in excellence. So why aren’t more customers raving about their experiences? And why do some centers excel in service while others only talk the talk? While there are no simple answers, I can offer [...]

Got Insights? Ready for Action? Consolidated Reporting, Scorecards and Analytics

Corporate leadership says the contact center must deliver great service and drive revenue. Customers expect to experience a personalized, effective interaction regardless of media. Center leadership wants to know what’s working and what’s not, why and how to make things better. Delivering on those expectations requires insight and action based on the mountains of data [...]

Offense or Defense … Where Do Your Skills Take You?

Although football season is over, the game’s basic functions provide a reasonable context for evaluating the inner workings of your Customer Care communication approach. To effectively apply these functions, we must understand what they are. The team charged with carrying the ball down the field to score plays offense. Defense attempts to prevent offense from [...]

The Value of Training

It’s an unfortunate reality in many companies that, anytime the budget needs to be tightened, staff development becomes an easy target. Once training resources are cut, they’re often among the last to recover. Because of the fluctuating economy, organizations continue to maintain rigorous controls on spending. Those that are beginning to see their financial health [...]