Workforce Management's Impact on Customer Service

Call Center Weekly

This bit speaks to me in the context of customer experience: “Treat me good, I’ll treat you better, treat me bad and I’ll treat you worse” Customers don’t really want to be amazed or have their hair blown back – just helped. Treat them good – they’ll treat the customers better!

"Follow the Leader", Featuring Matt Beckwith

Contact Center Geek

Has working in customer service made a positive affect in your personal life? I’m not sure if I was drawn to work in customer service because of my natural curiosities and interests or if working in service has created who I am today. CCW customer service

Keys to Contact Center Consistency and Compliance

Call Center Weekly

Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers. Contact center Agents need the most accurate and up to date information.

"Follow the Leader", Featuring Mike Aoki

Call Center Weekly

What do you think is overlooked by contact center leadership, that hinders their customer retention efforts? Customer retention is a relationship rather than an event! Too much emphasis is placed on "saving" customers. Make your customers feel valued.

Your Team Meetings Suck (But They Don't Have To)

Call Center Weekly

By Matt Beckwith Contact centers of all shapes and sizes often have lots of similarities. One thing I have found to be true across most companies is this shocker: contact center team meetings suck! Matt Beckwith is proud to be a Contact Center Geek.

The Effortless Experience - A Must Read for Contact Center Managers

Contact Center Geek

A fellow Nor Cal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. If you work in a call center, or provide service to customers, this is a must read.