Customer Experience

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...

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...