Turning “Little Data” into Big Productivity Gains

There’s been a ton of talk about “big data.” And rightly so. Big data has the potential to completely change how you treat customers based on a better understanding of their behaviors. It’s a great capability, and you should definitely look into it.

But this blog isn’t about contact center big data. Instead, it’s about contact center little data.

What’s contact center “little data”?  It’s that information you have about your customers’ behavior that’s readily at hand. It’s in your call types, your resolution databases, and in the heads of your best reps. It can help you become more productive AND make […]

Employee Empowerment Increases Productivity

When we empower employees, does that impact their productivity?

Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of employee lingo or a catch phrase? No, absolutely […]

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Complete Agent Disengagement in One Email

I recently saw an email that was a good reminder to all of us that the words we choose to write can convey a very different meaning from what we intended to say, especially when […]

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The Future of Customer Service is Now

Customer service used to be just about how nice someone was when they interacted with you – or a phone number that you called when they weren’t so nice. But traditional customer service has expanded […]

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Put an End to Customer Frustration and Build Real Loyalty

I was talking with a call center manager who made a startling comment: “We have some problems with our website. But we deliberately don’t fix them. That way, our customers call us and we can […]

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Intraday Automation: The Next Sea Change

In an earlier blog, I talked about the challenges faced by call centers in the mid-1970s and how technology has changed the game.

My very first call center back in 1973 started with a PBX (Private […]

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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 […]

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Investing in Your Frontline Workforce is Good for Business

As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that when frontline employees are satisfied and can operate at peak efficiency, things like productivity, performance and […]

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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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