Leaders must demonstrate that their heart is in the job, and that is only possible when humility governs the use of strength. Four important leadership lessons Contact Centers can learn from classic Disney tales.
Customer Experience … Mystery, Myth, Mission or Magic?
The ability for organizations to define in specific terms what the Customer Experience actually means in either strategic or tactical terms is woefully limited. But what is the Customer Experience really? Is it a mystery, a myth, a mission or simply magic? Uncovering the magic of making it all work to deliver a stellar Customer Experience.
The Moving Sidewalk of Executive Leadership
Few would dispute the importance of leadership when it comes to managing Contact Center operations. After all, a business unit with so much contact, so many people, and so many systems absolutely requires the best the enterprise has to offer! Then why is it that so many Contact Centers are led by those who appear to be on a moving sidewalk …
Are You Sure … Your Contact Center is Valued Across the Enterprise?
There was a time when the Call Center was considered a backroom operation, a cost center that dealt with Customer Service issues. However, today’s Contact Center has become the focus of key enterprise initiatives. The Contact Center’s cost, the volume of contacts, the potential for revenue, the importance of customer relationships, the Customer Experience, and the changing marketplace all have …
Turnover … But Not The Good Kind
A top issue in Contact Centers is retention of talent at the front line. A poor investment in frontline job quality will cost employers in higher turnover. How to recognize the value of retention and link it to the requisite investment to reduce turnover.
Running on Empty … Time to Refuel!
If your auto is running on empty, the gasoline gauge has passed the red line that shows you’re almost out of gas. The term “running on empty” is used when you have drawn on all your resources, are barely struggling through, have used all your energy, and are exhausted. We all know that when our gas gauge is heading towards …
Beware … Five Signals of Customer Care Burnout
Today’s unemployment rate ought to frighten leaders into providing environments that generate enthusiasm, learning and contribution rather than rules-driven dictatorships. How to manage demand and create a healthy, thriving operation that delivers on the brand and customer.
Gemini … The Twins
In late May and throughout most of June the sun is in the sign “Gemini.” I have great affinity for this sign; both my sons are Gemini’s. My sister and some of my very best friends are also born under this sign. Space programs, astronomical endeavors, and I suspect even projects have operated under the name Gemini. The sign is …
A Memo About Your Demo
It is always a good sign when investments in technology are being made. Typically, technology providers are asked to deliver a system “demo.” Too often when a proposal has been submitted and the vendor selected to move to the next level of the purchase process, we see the demo focus on things other than what was proposed. Tips for the …
If I Were a Contact Center Rep …
I have spent many hours in Contact Centers of varied shapes, sizes, and purposes. At times, I have been haunted by what I would “want” if I were a frontline representative toiling away on behalf of my employer. So here are seven requests that come to mind. 1. PLEASE give me the “big picture.” Many reps toil endlessly without ever …