March 2010

Feature Article

Getting Social with Customers

By Susan Hash

Some companies are taking innovative approaches to social media that are transforming their businesses and culture. A look at five companies that are on the leading edge of customer-focused social strategies.

Agility Factor

Self Service that Works

By Jay Minnucci

Self service often has been viewed in a negative light — usually, it’s an attempt to offload customers into an automated option as part of a cost-cutting initiative. Yet, when developed appropriately, self service can offer an appealing, highly satisfying service choice.

Tech Line

The Brave New World of Self Service

By Lori Bocklund, Brian Hinton and Matt Morey

A new generation of tech-savvy customers is shaking up the self-service status quo for contact centers. An overview of the newest state-of-the-art tools to delight customers and their application in service environments.

Performance Matters

Employee Performance: Maximizing Average Performers

By Rebecca Gibson

One size does not fit all when it comes to managing employee performance. In Part 2 of this series, we take a look at the average performers — that 60% to 70% of your employee population who are the solid, middle-of-the-road performers who haven’t yet reached their full potential. Learn how to motivate and manage these “Steady Eddies.”

Inside View


By Susan Hash

The Centers for Disease Control’s contact center was formed to give the public a one-stop shop for information on disease prevention and health promotion topics. A look at this team’s coordinated response to keeping the public informed during sudden events, such as a salmonella outbreak or the recent H1N1 pandemic.

Leading Thoughts

Moving the Call Center from Good to World Class

By Tim Montgomery

Raising the service bar for your contact center starts with an enterprisewide transformation to a customer-focused culture. How to drive a world-class customer experience mindset.

Forecast Focus

Myths and Truths about Forecast Accuracy

By Tiffany LaReau

Forecast accuracy is a direct result of how the calls are performing, not how well the forecaster performs. A look at six common misconceptions that may be throwing off your forecast accuracy, and the truth for getting better results.

Centers in the Community

Delivering Hope for Haiti

By Jeff Shearer

Deloitte’s CallCenter team recently volunteered its skills to serve the Haiti earthquake relief efforts. During the “Hope for Haiti” telethon, the Deloitte team took more calls in two hours than the CallCenter usually receives in a typical 24-hour day.