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What if You Were Your Own Customer?

Day in and day out, we do our best. We do our best to serve our customers and employees and colleagues well. We do our best to juggle the 9 million items on our to-do lists and maintain a sunny disposition in the face of stress, deadlines, the unknown and more. We’re all guilty. Anyone [...]

By |February 27th, 2017|Best Practices / Metrics, Customer Experience|

Are Your Processes “Customer Driven” or Driving Customers Away?

Even when our agents are coached and trained to provide the best customer experience, those best efforts can be in vain if our processes aren’t making our customers happy. It may make perfect sense as you read those words, but how many times have we made excuses about a company process being necessary for some [...]

How to Build Customer Loyalty

Last month I wrote about the importance of metrics.  Metrics drive behavior. You probably know the famous Peter Drucker comment - "What gets measured gets managed."  I've seen it proven true time and again.  If you focus on NPS scores, they go up. Whether customers are actually happier is a different question. But by focusing [...]

By |July 7th, 2016|Best Practices / Metrics, Customer Experience|

Employee Engagement Leads to Working Harder and Caring More

Aristotle said, “Pleasure in the job puts perfection in the work.” This could have been the beginning of what we now call employee engagement. That was a long time ago – over 2,300 years ago! So, let’s break this simple quotation down. Just nine words long, and yet it is very powerful. Here are five [...]

By |February 3rd, 2015|Training / Coaching, Workforce Infrastructure|

Remember, Call Center Agents = Your Brand.

How's your brand today? Defining your brand used to be so much easier. In the good old days (for me, the good old days were the 80s), your brand was whatever your advertising said it was. Social media changed all that. Now your brand is whatever your customers say it is. And so your brand [...]

By |January 28th, 2015|Corporate Culture, Workforce Infrastructure|

Do You Have Supervisors or Super-Agents?

The first thing that I notice when walking into a contact center is the visual layout and then the busy hum of all those lovely agent interactions with customers. Supervisors are an important part of that “hum” so I like to see what they are doing: Are any out on the floor working with agents? [...]

By |May 15th, 2013|Training / Coaching|

Five Traits of the Most Customer-Centric Contact Centers

Most contact center organizations no doubt believe they are customer-centric, and they do indeed try to back that claim up with action. The problem is that many centers have struggled to break free from traditional (and at times antiquated) operational models and strategies. Thus, these centers continue to embrace metrics, processes, practices and tools that [...]

By |February 26th, 2013|Customer Experience|