The jokes about Tom Brady’s balls, aka Deflategate, are almost endless, aren’t they? From the hilarious press conference by Florence (Mrs. Brady) Henderson to the monologues on every late night show, we have been amused. Well, I’m amused, but I’m not a Seattle Seahawks fan. There is now serious doubt on the Patriots […]
Building overwhelming agreement on an issue is not easy. Should your child’s school have a dress code? Is coffee good or bad for your health? Are dogs or cats better pets? Should the paper be over or under off of the roll? You can easily add to this list.
One area which is not difficult to […]
Proper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society to becoming financial ruin in the marketplace. Asking the right questions is, in many ways, priceless.
My overly curious eleven-year old asks a lot of questions. Her never unending barrage of “why?” […]
You are a bad customer. We are all bad customers…now. Or we at least have greater potential to be bad customers. Many years ago, we were able to avoid being a bad customer, but those days are gone. And being a bad customer has become worse than being a defecting customer. A more social world […]
It has been fun putting together the 10 Myths of Contact Center Surveying Revealed webinar because it seems as if I communicating the message to a younger me. Many of the falsehoods in contact center surveying were part of my belief system when I was a contact center manager.
One of the most important things that a business can focus on is showing customers love. Doing so enables lasting relationships with the customers. While connecting with customers through a contact center can be difficult to show customer love, it has become a very effective path used by leading companies. Through their devotion […]
What do you do with the Left Shark in your contact center? After experiencing what happened as a result of the dancing sharks at Katy Perry’s 2015 Super Bowl halftime show, it led me to think about […]
Practice makes perfect. We tell our children this all the time. There is no way to become an expert at a task without investing the time to practice.
We suffer from listening to 10 minutes of recorder practice every day so the Christmas concert and the Spring concert are good (relatively speaking, that is). Even as […]
Many contact centers struggle with how to improve agent performance. Too fast, too slow, not good enough can create a very contentious relationship between employees and management. Sometimes the relationships turn toxic.
Toxic Will Not Improve Agent Performance
Nobody that works in a contact center wants it to be a toxic environment. And to many […]
Everyone knows that repeat callers are expensive, even really expensive. That’s why most companies track First Call Resolution (FCR) as a metric on their agents’ scorecards. Hold them responsible for FCR and the percentage will improve, right?
Maybe not. Your plan may be undermined by your company and its internally created road blocks that make FCR […]
It’s time to change what you do so you can change what you have received. Yep, that’s right, it’s resolution time.
Did you know that the second week of January is almost always the busiest of the year for health club memberships. And 80% of the New Years Resolutions crowd drops off by the second week […]
Do you have the skills and wisdom about collecting customer comments in surveys to compete with the best? Do you want to know how you compare? Of course you do. Let’s get started. To learn more on how to use customer comments and increase VoC data integrity go to www.SurveyCalibration.com.
When your contact center is faced with a process issue, how easy is it to fix it? Once you spend countless hours identifying the issue and come up with a solution, will that be enough to get buy-in from senior management to proceed with a fix? What happens when upper management asks for proof that […]
A contact center manager was walking along a beach and found an old lamp. She picked it up and rubbed it and out popped a genie. The genie said, “Okay, you released me from the lamp, blah blah blah. This is the fourth time this month and I’m getting sick of these wishes so instead […]
Have you ever stopped to determine how many different types of customers you need to serve? The importance of having this type of customer insight became even more clear to me when I read an article written by the editor for Harpers Wine & Spirit, Richard Siddle.
In the article, he summarized a recent study by […]
It is not difficult to achieve a consensus that it’s necessary to have a quality assurance program in your contact center. Unfortunately, not everyone in the organization agrees on the value of the program. This quality assurance argument causes a lot of frustration but is something that you can overcome.
Some view quality assurance strictly as […]
Life in this decade is full of more contentious situations than life in the previous decade. Remember the days when you peacefully focused on spending your contact center budget so you could eagerly request for more in the coming year? It was great, budgets were ever-expanding and the resources to meet the demands were not […]
Most VoC programs utilize only quantitative measures. This is not particularly surprising. Researchers and analysts tend to take a great many statistics classes and, as such, specialize in the manipulation of numbers. But quantitative voice of the customer data is not enough to be successful with customer experience management.
It is rare to find a customer […]
Proving that your quality program contributes a positive ROI often times feels like searching for the Holy Grail with your contact center investments.
On the surface, the question “can you prove that your quality program produces a positive ROI?” sounds simple. If not simple, at least do-able. But, the answer […]