Contact Center

Feb 13, 2018

Contact Center: Talented Managers are Force-Multipliers

Contact centers are trending toward super-agents who can engineer superior customer experiences. What kind of managers will be needed to support these agents? Modern contact centers require materially different managers with new and more important skills. Manager roles (including supervisors and team leaders) have traditionally been filled with the best individual contributors. After all, if they mastered customer service, how tough can it be to show others how to do the same? Unfortunately, that logic breaks down pretty quickly. Have you ever thought about why the best professional athletes do not automatically become the best professional coaches? Very good players who become good coaches are more the exceptions than the norm....

Contact centers are trending toward super-agents who can engineer superior customer experiences. What kind of managers will be needed to support these...

Dec 6, 2017

Contact Center: The New Breed of Super-Agents

Transformation is required for contact centers to keep pace with business and consumer trends. The centerpiece of this transformation is a shift...

Transformation is required for contact centers to keep pace with business and consumer trends. The centerpiece of this transformation is a shift...

Nov 20, 2017

Contact Center: You Get What You Measure

These are transformative times for contact centers. There are a few essential activities you might consider as you plan or implement your...

These are transformative times for contact centers. There are a few essential activities you might consider as you plan or implement your...

Nov 14, 2017

The Contact Center Transformation: Change is Already Here

When the world changes around us, how do we react? How do we plan for inevitable change? As the rate of business...

When the world changes around us, how do we react? How do we plan for inevitable change? As the rate of business...

Aug 22, 2017

The Contact Center Dashboard: 5 Metrics that Matter

Customers want brands to value them, respect them, and treat them like individuals. As commerce becomes increasingly distributed, Contact Centers are often...

Customers want brands to value them, respect them, and treat them like individuals. As commerce becomes increasingly distributed, Contact Centers are often...