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Forefront Atlanta Takeaways

I was lucky enough to be part of Forefront Atlanta on May 3rd.  Forefront events bring together frontline workforce leaders from across workforce management, operations, IT and L&D to experience and discuss the future of the industry. The Atlanta event, which was anchored by Citi and Cox, saw attendance increase four-fold from the fall 2015 event in Irving, TX as 70 leaders from 30 large enterprises were in attendance.  The size and energy of Forefront Atlanta was evidence of the ever-expanding community of companies who recognize and are acting on the need to fundamentally change how their frontline workforces operate. [...]

By |May 24th, 2016|

Why Operations VPs Need To Encourage Internal Customer Service Excellence

By |May 19th, 2016|Categories: Agent Engagement, Best Practices / Metrics, Corporate Culture, Customer Experience, Training / Coaching, Workforce Infrastructure|Tags: , , , , , |

Recently I had a support team manager tell me that she had received feedback from a VP in the operations area of the company where she worked. He told her that he thought that all [...]

Earn a Seat at the Table

By |May 10th, 2016|Categories: Best Practices / Metrics, Customer Experience, Workforce Infrastructure|Tags: , , , |

I hear it all the time. Your company is focused on the customer. There are customer-focused initiatives — perhaps your company has created a customer experience (Cx) team, and is hiring new people to stock [...]

WFM: From the Back of the Bus to Driving the Bus

By |May 5th, 2016|Categories: Agent Engagement, Customer Experience, Innovation, Workforce Infrastructure|Tags: , , , , , , |

Research shows that 85% of organizations view the customer experience provided through the contact center as a competitive differentiator. Yet 45% of customers can’t remember having a positive customer experience! At the same time, today’s [...]

Are Millennials Changing the Way We Design Experiences?

By |April 28th, 2016|Categories: Agent Engagement, Best Practices / Metrics, Corporate Culture|Tags: , , , |

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 [...]

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 [...]