Leading Customer-Centric ChangeBy Susan Hash
Contact center leaders with the ability to embrace change and align disparate functions will play a key role in helping their organizations to thrive in the post-recession economy. Learn about effective change-management practices for driving customer-focused initiatives.
Making the Case for Lower TurnoverBy Jay Minnucci
Agent turnover is at the top of just about every contact center leader’s list of management challenges. How can you get C-level support to address the issue? Three arguments that will help your executive team to view agent attrition as a top priority.
What’s New? What’s Hot?By Lori Bocklund
What’s new on the technology scene that will rock your customers’ world? A look at 15 hot technologies that can deliver value for your customers and organization.
Quality In: 7 Tactics for Optimizing Your Quality ProgramBy Greg Levin
Quality monitoring is an absolute necessity in contact centers—yet many struggle to get solid results from their monitoring efforts. Read about successful strategies shared by leading contact centers.
From Customer Service to Customer ExperienceBy Tim Montgomery
Contact centers are just one piece of a much larger pie when it comes to customer experience. World-class service providers are taking an outside-in approach to elevate the customer experience across the organization.
IRS Employee Resource CenterBy Susan Hash
The ERC’s recipe for engagement: employee involvement, effective communication and a personal commitment to customer service. Learn about this government contact center’s team-focused culture.
Exploring Alternative SchedulesBy Tiffany LaReau
It’s a challenge to find the balance between adequate coverage and agent preferences when you’re scheduling for a 24/7 center. Alternative schedules can offer an effective solution. A look at the Super-7 rotation and other schedule options.
Be Careful of Setting "Terrible Targets"By Mike Aoki
Whatever target you set, agents will find a way to achieve it. Yet some contact center measures create targets with unintended consequences. A look at 10 common mistakes centers make when setting targets.