The fine art of interacting with other humans to solve problems is a skill that needs to be polished. We are now in a social environment in which conversation has morphed into text messages, social media postings, photos and ‘emojis.’ Learn the communication essentials that are critical to frontline Contact Center reps.
Turn On and Tune In to the Contact Center “Stra-Tactical” Blueprint
I happily coined the phrase “Stra-Tactical” Blueprint (October 2011 Rant) to emphasize the need to move deliberately from a dialogue that focuses solely on strategy to one that integrates the tactical requirements of implementing strategy at the highest levels of the organization. One thing is certain … today’s Contact Centers are very central to strategic plans of most organizations. Whether …
Getting Off To A Flying Start … Or Are You?
The Contact Center is a complex operational environment whose leaders must have all the foundational elements under control. When those without a real understanding of what it takes to run a Contact Center make leadership selections, they may be basing decisions on the wrong criteria. Learn the foundational elements that are necessary to run a successful Call Center.
2019 … From the Year of the Pig to the Year of Your People
According to the Chinese New Year website, “the Pig is the twelfth of all zodiac animals and the symbol representing the year 2019. According to one myth, “the Jade Emperor said the order would be decided by the order in which the animals arrived to his party. Pig was late because he overslept.” Another tale has the pig arriving last because …
Beware Healthcare … Your Access Center May Be at Risk!
Contact Centers are among the fastest-growing segment in Healthcare, with hospitals consolidating and forming “systems.” It is relatively painless to centralize finance, billing, and IT from an “emotional” perspective. The bigger challenge comes when centralizing scheduling within an Access Center. Critical foundational success factors to consider when creating Healthcare Call Centers.
Reducing Resistance to Change … How to Foster Buy-in
(For this month’s Rant, Kathleen Peterson has asked PowerHouse Change Management expert, Hannah Karamanoogian to share some valuable insights.) Let’s face it, change is hard. In the Contact Center it might mean dealing with a new staffing model, an updated phone system, or a revamped Quality program. Studies have shown that dealing with large-scale change can be as painful as …
Are You Ready, Willing, and Able for Digital Access?
Changes are abundant as we continue to evolve from 20th to 21st century approaches in Contact Center management, infrastructure, and technology. Is your Contact Center serious about digital readiness that supports access to services across multiple channels?
Is Your Brand in Motion for the New Year?
Wikipedia defines motion as “any physical movement or change in position or place.” In which direction is your BRAND moving and perhaps more importantly in which direction are your CUSTOMERS moving? Customer Experience is the means by which customers decide how much they love doing business with you. Your BRAND is how you decide what you want your customers to experience. …
Are You Sure Your Contact Center Is On Solid Ground?
Contact Centers must operate on solid ground or they will crumble. That means a solid strategic foundation and one that drives management practices, technology acquisitions, and customer relationships. Does your Call Center have all the components of a solid organizational foundation?
Dear Contact Center Santa … From PowerHouse
Dear Contact Center Santa, Hello from your good friends at PowerHouse! As always, we have been extra nice (never naughty) in 2018 and hope you honor our many heartfelt requests. Yes, we continue that tradition! This year we thought we would ask Contact Center agents for their ideas. So we surveyed random frontline staff in Healthcare, Utilities, and eCommerce to yield …