November 2010

Feature Article

Leading Customer-Centric Change

By 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.

Agility Factor

Making the Case for Lower Turnover

By 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.

Tech Line

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.

Performance Matters

Quality In: 7 Tactics for Optimizing Your Quality Program

By 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.

Leading Thoughts

From Customer Service to Customer Experience

By 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.

Inside View

IRS Employee Resource Center

By 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.

Forecast Focus

Exploring Alternative Schedules

By 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.

Superior Service

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.