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Yesterday marked the three year anniversary of closing the Cisco/Latigent acquisition, and I thought it a good time to address one of the questions I am constantly asked by those such aspired (as I once was). “How do I get bought by Google, or Cisco, or Oracle, or…” People approach this question as if [...]
Continue Reading →One reason I love the Call Center world is that it breeds into you a passion for goal attainment. Everyday when you walk in the door you have a clearly defined set of short-term and long range objectives that must be met. You come in every morning, review your plan over a cup of coffee, [...]
Continue Reading →I’ve been pondering lately some the practices and methodologies in the Contact Center industry that are out dated and in need of a new approach. One thing that comes to mind is how people measure and manage “Agent Occupancy”. My first lesson in Occupancy came in the summer of 1995 when I transitioned from the [...]
Continue Reading →Some random musing on some things we need to be thinking about and mantras we need to depart from in order to move call centers forward. Call it too much caffeine on a Monday night… Soon a Contact Center won’t have a “center” at all We’ve moved from “Calls” to “Contacts”; “Interactions” is the next [...]
Continue Reading →I just read the article Asia’s Call Center Woe’s that discusses an Asia-Pacific consumer survey about customer service. The thesis isn’t a new one: Customer Care matters now more than ever; if your consumers aren’t happy with the customer service you are providing, they will switch to your competitor. What struck me though is what [...]
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