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Contributor: Barbara Burke
Contributor: 05/16/2012 2:22:00 PM EDT
5 Excellent Reasons to Ditch AHT According to Survey From the latest Benchmarking Survey: Top 5 reasons managers decide to drop AHT from their agent scorecards Holding front-line agents responsible for average handle time (AHT) has long been a sacred cow in the contact center business. read more
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Contributor: Barbara Burke
Contributor: 05/03/2012 4:41:00 PM EDT
It’s time to put this sacred cow out to pasture It’s official. Bessie has outlived her usefulness. I brought the aging cow to the meeting to ask the panel of experts whether they agreed with my conclusion — that the time had come to put old Bessie out to pasture. read more
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Contributor: Barbara Burke
Contributor: 04/18/2012 4:22:00 PM EDT
What’s on your agent’s scorecard? AHT is so last Century! Thanks to Dr. Jones she is running marathons again. It was a busy Monday at the hospital. The first few surgical procedures of the day went smoothly and were completed within the time frame allotted. read more
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Contributor: Barbara Burke
Contributor: 04/17/2012 3:00:00 PM EDT
What do you do when you’ve done everything? Sage advice from someone who knows. Dear Isabel, What do you say when you’ve done everything within your power to help a customer and they accuse you of not caring about them and try to make you feel guilty? Sincerely, [. read more
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Contributor: Barbara Burke
Contributor: 04/11/2012 3:03:00 PM EDT
7 Strategies for Combating Internal Terrorists Take a Terrorist to Lunch this Week The landmark study on employee engagement by Gallup found 17% of [...] read more
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Contributor: Barbara Burke
Contributor: 04/05/2012 3:22:00 PM EDT
Top 6 Reasons Leaders Use Story as a Powerful Communication Tool The 4 Essential Ingredients every supervisor needs to drive high agent engagement and commitment. #4: Creative Communication Tools: Storytelling Sessions [. read more
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Contributor: Barbara Burke
Contributor: 03/10/2012 3:59:00 PM EST
Want better front-line engagement? 3 Crucial Skills Supervisors Need to Learn #3 Essential Ingredient for Supervisor Success Engagement Training This the third of four posts in a series on the 4 [...] read more
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Contributor: Barbara Burke
Contributor: 02/21/2012 2:25:00 PM EST
7 Top Tips for Increasing Coaching Face Time for Supervisors The second of 4 Essential Ingredients for Supervisor Success: Time to develop agent talent. Customer service supervisors are problem-solvers. read more
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Contributor: Barbara Burke
Contributor: 02/07/2012 9:01:00 PM EST
Voice of the Agent Surveys Tell Sups What’s What The first of 4 Essential Ingredients for Supervisor Success: #1. Accountability for employee engagement survey scores. Voice of the [. read more
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Contributor: Barbara Burke
Contributor: 01/24/2012 4:29:00 PM EST
Supervisors Drive Engagement – via talent management The new breed of supervisors are game-changers. More coach and mentor than cop and enforcer, these enlightened leaders drive engagement [. read more
| 123 blog results |
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Customer Experience Management for Banking & Financial Services
Venue to be confirmed, London, UK
September 18- 20, 2012 -
12th Annual Minimising Churn and Building Customer Profitability
Amara Hotel, Singapore
June 6- 7, 2012 -
3rd Annual UAE Customer Service Week
Abu Dhabi, United Arab Emirates
September 30- 3, 2012 -
Customer Experience Management in Telecoms: UK Summit
Chelsea Football Club, London, UK
July 16- 19, 2012
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Lessons From Peter Drucker:
Why "Doing the Right Thing" is the Key to Winning Customers: Integrity can mean a lot of different things to different people, but Drucker simplified it to a single sentence --- it means adhering to a code of ethics and doing the right thing by sticking to that code. read more
drucker | marketing | drucker on marketing
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"The Drucker Perspective":
Ignorance: The Secret of Demand-Side Innovation?: Would you like to come up with innovations that mark you as an extraordinary performer? I’m talking about innovators like Frederick Smith who thought up the idea behind FedEx while still in college, or Albert Einstein who developed the Theory of Relativity not while laboring befor read more
innovation
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You Hired Me for Customer Service, Not Sales: I’m sure you’ve met this person... read more
customer service | agent engagement
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The Social Mistake You Cannot Afford to Make: From emphasizing personalized responses that... read more
social media | social crm | roi
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