Contact Center Pipeline
APRIL 9, 2015
Every year after the start of the 2nd quarter, I begin preparing next year’s staffing models in anticipation that someone on the executive team will ask for them because they’re thinking about next year’s budget plans. They need a WFM staffing model that shows required headcount in order to justify those payroll dollars in the annual […].
Up Your Service
APRIL 7, 2015
'A friend of mine, the Head of a Middle School, wrote the following as part of his weekly letter to parents. He is working hard to balance change and innovation demanded by modern times with the tradition and process long revered in student education. His message also rings true for service innovation in business and government organizations: “When Brazil defeated Italy in 1970 for their third World Cup in 12 years, football aficionados claimed it was the greatest team ever with the greatest pla
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ForeSee
APRIL 8, 2015
'Short employee engagement and satisfaction surveys seem to be all the rage these days, promising to check the daily or weekly “pulse” of a company’s employees. This lures HR executives in with the enticing promise of brevity—who has time to conduct an annual employee survey, anyway? But before you set your course, ask yourself: are these surveys accurate, reliable and precise?
Ian Jacobs
APRIL 7, 2015
OK, it is certainly a cliché and clearly suffers from an incomplete view of the world, but many contact center executives would still nod their heads in agreement with the statement, "You can't manage what you can't measure." Contact centers generate a huge volume of data, and everyone from agents on the floor to CEOs in their corner offices would benefit from being presented with actionable analytics based on that data.
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Contact Center Pipeline
APRIL 8, 2015
Are you promoting your best agents to supervisors and managers? If so, you may be promoting to failure. Those of us in the contact center industry want to reward our employees and keep our star performers happy. One key reward is a career path through the leadership ranks, but it may not always be the […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Sikorski's Think Abouts
APRIL 5, 2015
What will coaching do? Correct undesirable behaviors. Improve communications skills. Increase productivity. Decrease Employee Turnover. Staff will become more engaged. Result in suggestions to improve procedures. Optimize Contact Center performance. Role of your Supervisors/Team Leaders. Must meet Objectives and KPIs. Own the quality of their team. Identify opportunities to improve each agent.
Ian Jacobs
APRIL 7, 2015
OK, it is certainly a cliché and clearly suffers from an incomplete view of the world, but many contact center executives would still nod their heads in agreement with the statement, “You can’t manage what you can’t measure.” Contact centers generate a huge volume of data, and everyone from agents on the floor to CEOs […].
Contact Center Pipeline
APRIL 7, 2015
One of the key advantages of a voice of the customer (VoC) platform over a traditional quality monitoring (QM) program is the ability to pinpoint the calls that matter the most—those that provide the insights to transform processes and performance, says Daniel Ziv, Vice President, Voice of the Customer Analytics at Verint. Traditional QM relies […].
CX Journey
APRIL 7, 2015
'Image courtesy of dsearls Today''s post is a modified version of a post I originally wrote for Confirmit in March 2013. What steps are you taking to create a single view of the customer so that you can deliver a more-personalized customer experience? None? Don’t worry! You''re not alone. Why is this important? How do we achieve that single view of the customer?
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
PeopleMetrics
APRIL 9, 2015
'Have you heard of the Iceberg Theory? It stems from the writing style of Ernest Hemingway, who believed the underlying meaning of stories shouldn’t be visible on the surface. In this post, we’ll talk about how that theory applies to customer experience. Let''s dive in. What Lies Beneath. The Iceberg Theory is similar to another premise in design that argues good design is 99% invisible.
Beyond Philosophy
APRIL 10, 2015
'Stories are a fascinating subject. I like this post from Bruce Kasanoff. He shares with us the story of a skiing excursion he took with his client 20 years ago. He presents it as a story, an exciting one, to “show you—rather than tell you—how memory works.” He goes on to explain how stories are an essential way to lead others, raise money or sell an idea or product.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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