­

Are Millennials Changing the Way We Design Experiences?

Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the same challenges as designing and delivering experiences for any group? Yes, millennials approach the world a little differently. But so does every generation. What should we remember as we design workplaces, customer experiences, and more for millennials? 1. Flexibility In work and in life, this group sees flexibility as an absolute must. Flexibility means having some control over his or her individual schedule, flexibility to work where it’s most comfortable, and flexibility to create a unique, individual path. What this [...]

By |April 28th, 2016|

Coaching Social Customer Service Agents

By |April 21st, 2016|Categories: Agent Engagement, Best Practices / Metrics, Customer Experience, Training / Coaching|Tags: , , , , , , , |

Coaching in our centers can involve a wide variety of coaching activities and communication skills. Our agents may be focused on only one type of customer interaction or a blend, depending on how our center [...]

How to “Green” Your Contact Center

By |April 18th, 2016|Categories: Best Practices / Metrics, Corporate Culture, Training / Coaching, Workforce Infrastructure|Tags: , , , , |

Making “greener” choices in the contact center can benefit both the environment and your bottom line. It can even help to attract and retain the best staff. According to a survey conducted by the Society [...]

Make Your Customer the Hero of Your Story

By |April 14th, 2016|Categories: Best Practices / Metrics, Customer Experience|Tags: , , , |

Imagine your customer's interaction with you as a story. It has a beginning—when your customer first contacts your company—and an ending—when their interaction with you is completed. It has a hero—your customer. And it might [...]

Go and See for Yourself

By |April 5th, 2016|Categories: Agent Engagement, Best Practices / Metrics, Corporate Culture, Customer Experience|Tags: , , , , , , |

I recently came across the Japanese terms genchi genbutsu and genba; they're both key principles of the Toyota Production System, which comprises Toyota's management philosophy and best practices. While they are management principles/concepts, they apply [...]

The Top Five Obstacles to Customer Centricity and How to Overcome Them

By |March 31st, 2016|Categories: Best Practices / Metrics, Customer Experience, Workforce Infrastructure|Tags: , , , , |

Note to reader: This series of blog posts is based on the results of research undertaken by Peter Lavers and Intradiem for a customer centricity webinar that aired live in March 2016. (Access the on-demand [...]

The Good, The Bad and The Ugly Leadership Fails

By |March 29th, 2016|Categories: Agent Engagement, Best Practices / Metrics, Corporate Culture, Training / Coaching|Tags: , , , , |

In honor of April Fool’s Day, I thought I’d share some of the most foolish things I’ve seen center leaders do. I’ll also share the wonderful things since there are many who have what it [...]

Stress in the Contact Center and What You Can Do About It

By |March 22nd, 2016|Categories: Agent Engagement, Best Practices / Metrics, Training / Coaching|Tags: , , , , , , , |

Anyone who has ever worked in a contact center knows stress. Being a workforce manager is like working in a never-ending game of tug-of-war – and you’re the rope! Operations managers expect perfect service levels, [...]

The CFO’s Role In Customer Experience and Coaching

By |March 10th, 2016|Categories: Best Practices / Metrics, Customer Experience, Training / Coaching|Tags: , , |

One of the areas of business operations that is often neglected when it comes to soft skills coaching, is our finance team. The employees handling collections inside a company may receive coaching but from my [...]