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Quit Treating Your Contact Center Like a Manufacturing Plant:
The mass production, economies-of-scale mentality that has a place in the demise of manufacturing in the United States has long been the...
read more
contact centers | manufacturing | managing
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Apple’s Antenna-gate: Tomorrow’s Innovation with Yesterday’s Customer Service:
Oh my . . . Steven Jobs and Apple! The king of hype and marketing is now learning a hard lesson that...
read more
customer service | Steve Jobs | iPhone 4
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Hospitals: Don't Call Me Patient, Call Me Customer!:
I recently saw an ad in my newspaper for a Heart Scan at a local hospital. It sounded like a good idea and for $49 I thought “let’s do...
read more
healthcare | systems thinking | customer management
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Working on Average Handle Time and First Call Resolution? Stop It . . . Now!:
I know . . . here we go again, but the insanity has to stop at some point. Changing thinking sometimes becomes a redundant...
read more
systems thinking | average handle time | aht
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Command and Control in Governmental Contact Centers:
In an attempt to keep in touch with the world I ran across an article in the Wall Street Journal. The article was of interest as it was about...
read more
contact center | contact centers | government
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BP Lessons: Why Cutting Costs Always Increases Costs:
Like most of us, I watched in horror as another man-made disaster cost lives and livelihoods, ruined the environment, siphoned away multiple...
read more
systems thinking | contact center | BP
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What Arizona Reminds Us About Contact Center Outsourcing:
Like a lot of people I have been watching the recent Arizona Immigration politics play out. My individual thoughts about government have...
read more
Arizona | immigration | outsourcing
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Advice For Contact Centers In The Health Care Overhaul:
Large contact center vendors may be licking their chops to provide their services to the wide-open health care market. 32 million more Americans...
read more
contact center | healthcare | outsourcing
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1 800 Flowers - Undercover Boss Draws Wrong Conclusions:
The latest episode of Undercover Boss was for 1-800-Flowers. Jim McCann (founder and CEO) and Chris McCann (President and COO) are brothers and...
read more
contact center | call center | management
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CEO Underperforms in Call Center on Reality Show "Undercover Boss":
Whenever I walk into a call center and start to hear blame placed on the call center representative, I become skeptical. I...
read more
call center | customer service | failure demand
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Events of Interest
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Field Service & Workforce Mobility 2011
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March 23- 24, 2011 -
Customer Feedback Week
Hilton Rosemont/Chicago O'Hare,Rosemont, IL
September 20- 22, 2010 -
Beyond First Call Resolution: 5 Ways To Finally Deliver on the Promise
October 20, 2009
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December 6- 8, 2010
Articles
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Contributor:
Hurricane Earl Threatens Labor Day Plans: Those of you who have taken time to check your usual websites in the midst of packing your... read more
Tags: Hurricane Earl | Southwest Airlines | Amtrak
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Contributor:
Social Media: Opportunity or Threat?: The social media phenomenon is proving to be one of the most powerful forms of communicati... read more
Tags: social media | Facebook | Twitter
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Contributor:
Three Proven Practices for Tackling Turnover: If I were to list everything that contact center professionals can do to motivate and reta... read more
Tags: contact centers | turnover rate | Greg Levin
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Contributor:
A Brief Primer on C-sat and E-sat Measurement: So many contact centers talk about how important their customers and agents are, but often... read more
Tags: E-sat measurement | C-sat measurement | customer response
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Contributor:
Unlocking the Power of Speech Analytics: UTOPY is one of many businesses practicing Speech Analytics, a fairly new business to... read more
Tags: Speech Analytics | Mike Miller | UTOPY
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