Currently viewing the tag: "Call Center"
I noticed yesterday on weather.com that the temperature here in Boston was a lovely 92 degrees F, but the Heat Index reflected that it felt like 98 degrees F. This sent me on a tangent that I think is analogous for the call center. Can a customer interaction look like one thing to you, but [...]
Continue Reading →I’m out at a customer site this week and overheard the following conversation from the Workforce Management Team: The difference in customer experience between 93% Service Level and 100% Service Level is negligible. But the difference in staffing cost to us is huge. Now, I’ll spare you my full rant about Service Level [...]
Continue Reading →Last fall I participated again in the ICCM Canada Keynote Panel: 60 Ideas in 60 Minutes moderated by Paul Stockford from Saddletree Research. Dave Butler over at NACC recorded the session and has been distributing the ideas presented in his monthly newsletter. I keep promising him that I’ll expand one of mine into an article [...]
Continue Reading →I recently realized that February 13th, 2007 was the 17th anniversary of my first day on the job as an outbound telemarketer. That means I’ve officially been in contact centers for more than half my life. Scary, I know. What’s even scarier is that some people reading this blog probably remember that shy, scrawny kid [...]
Continue Reading →Seth Godin has an interesting post about why your last impression with a customer is more important than the first (you know the old adage “you never get a second chance to make a first impression”). He’s right, and I thinks its really about making every interaction count across your organization. When you consistently deliver [...]
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