Make Customer Feedback ActionableBy Susan Hash
Do your customer feedback methods provide input that is actionable and targeted toward improving the service experience? Contact center leaders offer essential advice on enhancing the process for collecting, analyzing and communicating the customer’s story.
Building a Better BudgetBy Jay Minnucci
What is the single, most important thing you can do to create a staffing budget that your CFO will endorse? Increase the transparency of your operation. Learn how to present meaningful data to justify your staffing projections and overcome common obstacles to the approval process.
Technology-Enabled Service ExcellenceBy Brian Hinton & Lori Fraser
Delivering consistent, high-quality customer care requires an integrated approach involving people, process and technology. A look at the tools and applications that can put your center on the path to service excellence.
Alternatives to Classroom TrainingBy Rebecca Gibson
Classroom training may not be an option if your contact center is operating under budget and time constraints. Read about six alternative methods for communicating training information quickly and effectively.
Comcast Digital CareBy Susan Hash
Are call centers ready for social media? Comcast thinks so. Its Digital Care team listens to customers through blogs, forums and Twitter, and proactively reaches out to offer assistance. Find out how the cable TV provider is striving to improve its service image one customer at a time.
Training and Coaching: A Partnership for PerformanceBy Kathleen Peterson & Deborah Gefteas
Today’s call centers demand new, innovative and integrated approaches to staff development. Learn key strategies for optimizing new-hire and ongoing training and coaching.
Forecasting without WFM SoftwareBy Tiffany LaReau
Manual forecasts often perform better than those produced from expensive software applications. We offer six tips for building an accurate forecast from scratch.
Coaching ChampionsBy Bob Furniss
Coaching is a call center manager’s most significant role, and should be considered the most important part of the day. A look at four critical elements to ensure coaching success for your frontline supervisors.