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 →Just read a great post from Seth Godin on “Boundaries.” He breaks the handling of obstacles into two basic categories: Rigid boundaries: What do you do when you hit a wall? Do you have a tantrum? Spend countless resources trying to scale the unscalable? Or do you accept reality and put your energy into something [...]
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 [...]
Continue Reading →There’s an urban legend that during the dotcom melt down in 2001 Siebel experienced several quarters where they shipped more CRM seat licenses than what they actually sold. The first question that should come to mind is, “why?”.
Continue Reading →I was chatting with a friend of mine this weekend who is currently in search of a new job. He mentioned that, in addition to applying for specific positions, he has his resume posted on Monster.com in hopes that someone searching for his skill-sets will find it…
…A resume simply boils down into highly targeted and carefully crafted bullet points what I want to relay to you about what I’ve done in my life and how I think it applies to your job posting…
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