Greg Levin

About Greg Levin

Author of Full Contact: Contact Center Practices and Strategies that Make an Impact. He has written hundreds of feature articles, case studies, blog posts and research reports on contact center best practices trends and challenges. He is founder and principal of Off Center, which provides a variety of resources to educate, inspire and entertain contact center professionals. Levin is the former editor of ICMI’s pioneering publication Service Level Newsletter, as well as its highly regarded follow-up journal Call Center Management Review.

Measuring Agent Satisfaction: Why E-Sat Should Be a KPI in Your Contact Center

If you are a contact center director, manager or supervisor, you most likely value your agents. You most likely strive to implement programs and incentives to keep agents engaged and happy. You most likely even smile at agents when you see them – unless, of course, they are out of adherence. Yet you most likely [...]

6 Ways to Fully Engage Your Contact Center Agents

Up until relatively recently, many managers and executives considered the topic of employee engagement to be “soft.” Those that still feel that way today are finding that keeping employees and customers around is HARD. Consider some of the organizations known for obsessing over agent engagement in their contact centers. Organizations like Zappos, Disney, USAA, Starwood [...]

By |August 5th, 2014|Corporate Culture, Training / Coaching|

Agent Coaching that Your Workforce Actually Wants to Receive

According to a study that I've completely made up to make a point, 90% of contact centers either don’t provide any agent coaching or provide agent coaching that makes agents wish the center didn't provide any coaching. While a total lack of coaching certainly won’t win your contact center any awards, it’s actually better than [...]

By |July 2nd, 2014|Training / Coaching|

2020 Vision: A Glimpse Into the Contact Center of the Near Future

 While at a contact center conference recently, I saw a very odd-looking little man who seemed rather nervous and out of place. Naturally, I assumed he worked in IT. As it turned out, though, he was a contact center director. From the year 2020. Yeah – I, too, thought he was insane. Until I got [...]

By |June 3rd, 2014|Innovation|

4 Keys to Success with Your Home Agent Initiatives

What used to be viewed as an “edgy” staffing approach for the contact center is fast becoming a preferred one. The use of work-at-home agents (a.k.a. remote agents, virtual agents, “lucky stiffs”) has grown rapidly in recent years. According to IT consulting giant IDC, there were over 300,000 home-based agents working in the U.S. in [...]

By |May 6th, 2014|Corporate Culture, Training / Coaching|

3 Key Ways to Tame the Big Data Beast of Contact Center Metrics

Today’s contact center has the ability to capture a vast and invaluable amount of customer and performance-based data. Sounds awesome, but if the center doesn't have a formal and effective process in place for structuring, analyzing and strategically acting on the data, then who cares? We continuously hear about the power of “Big Data” these [...]

By |April 1st, 2014|Best Practices / Metrics, Innovation|

Measuring – and Continuously Improving – C-Sat Across Every Contact Channel

Customers today can hate you in a wide assortment of channels. That may not be the most positive and optimistic statement, but in today’s always-on omni-channel customer care environment, it’s something contact center managers and company execs need to understand – and fend against. One of the best ways to ensure that your customers don’t [...]

By |March 4th, 2014|Best Practices / Metrics, Innovation, Training / Coaching|

In Pursuit of Super Agents

Look over at that workstation! It’s a customer service agent handling emails… no, it’s a sales agent handling calls … no, it’s a tech-support agent handling chats… no, wait – it’s…it’s…it’s…SUPER agent! Super agents (a.k.a., universal agents) are the stuff of contact center myth and legend. They’re faster than a speeding bullet, more powerful than [...]

By |February 4th, 2014|Workforce Infrastructure|

Social and Mobile and Chat, Oh My!

Most of us are familiar with the scene from the classic film “The Wizard of Oz” where Dorothy, the Tin Man and the Scarecrow are skipping nervously through the Spooky Forest while rhythmically chanting what they fear they might encounter there: “Lions and tigers and bears, oh my!” For many contact center managers and supervisors, [...]

By |January 7th, 2014|Workforce Infrastructure|

Put Your Metrics Where Your Mouth Is: Focus on Customer-Centric Measures

Agents are pivotal in captivating and retaining customers. But they can be so wrapped up in meeting their metric of average handle times that the customer fades into the background. Luckily, there is a sure-fire way to assess agent performance without losing the all-important customer in the shuffle. Focus Metrics on the Customer Try measuring [...]

By |October 8th, 2013|Workforce Infrastructure|