Employee Effort: Are They Just Spinning Their Wheels?

There’s a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization, whether it’s to buy a product, to get an issue resolved, or to do something else. There’s even a away to measure this effort, using the customer effort score (CES). If you’re not familiar with that, it’s a metric created by Corporate Executive Board (CEB), based on the following questions, using a 7-point verbal scale:
Please indicate the extent to which you agree or disagree with the following statements about your service experience, overall:
– The company […]

Don’t Let Self-Service Channels Become “No Service”

During the focus groups I’ve facilitated for clients, one of the common questions that customers ask is, “Why doesn’t (company) want to me to talk to their representatives?” Further probing and discussion uncovers reasons why […]

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Take Advantage of Customer Service Big Data and Little Data

Wikipedia says Big Data is a collection of data so large and complex it becomes difficult to process….  However, many companies embrace a different concept of Big Data. While the collection of data is broad, […]

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Intraday Automation is the Future of the Agile Workforce

About two weeks ago, I was in a contact center with 250 agents. This center is one of six large centers on a team and is experiencing some significant operational challenges.

First, customer demand in this […]

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Why Employee Experience Must Come Before Customer Experience

“Treat employees better than customers.”

What? Isn’t that sacrilegious? There’s a huge debate in life: what came first, the chicken or the egg? In business, the debate is: who comes first, the customer or the employee?

The […]

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Contact Center Coaching Needs “The Right Stuff”

Coaches “with the right stuff” help to ensure that our centers provide consistently excellent customer experiences. Few new coaches are equipped with all the skills needed to be successful. It’s up to us to hire […]

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Turning Employee Customer Service Best Practice into Standard Practice

It was just another day of travel. I was flying to Las Vegas, the night before I was to present another customer service speech. The client had arranged ground transportation, which meant I would probably […]

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Why Agent Coaching is the Key to Customer Loyalty

Michael Jordan had Phil Jackson. Walter Payton had Mike Ditka. Look at any great athlete, and you often see a great coach. But it’s not just athletes.

Former CEO Brad Anderson used multiple coaches as he […]

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Why the “Old” Way of Workforce Management isn’t Good Enough

Having been in this business over 40 years and in over 1,000 call centers in five continents, I’ve seen some major changes in workforce management.

For example, back in the early days, we didn’t have ACDs […]

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