When your profession requires you to report on activities within your business unit—and if you are a Contact Center leader, this includes you—the art of crafting your message is critical to it being heard, well-received, and acted upon. Delivering a message is as much about how the message is communicated as the message itself. It takes courage to bring forth …
Are You Taking Care of Business?
Each one of us has been tasked with “taking care of business” in whatever role we have played. For many, the rules have changed, depending on the business climates they have experienced. So now is the time to play your very best hand. It is a time to grow, learn, and focus on what needs to be done and what …
Plan and Measure = Pleasure
Strategic planning is essential to business in general and to Contact Centers in particular. The ability to properly plan and measure the performance of the plan improves the Call Center’s visibility as a valued asset. Learn an approach that will yield pleasure and provide a robust model for educating Contact Center business leaders.
What We Can Learn from Frontline Improvement Programs
Improvement is proactive and the key to longevity. Improvement-oriented people resist assuming that everything is A-OK and deliberately seek opportunities to refine their skills and increase their knowledge. Larry Bird, the Boston Celtics star basketball player of the mid 1980’s, spent three hours on the court shooting baskets before each game. He recognized that as well as he performed in …
Trends In Healthcare … Some May Surprise You
Healthcare Contact Centers are growing not only in numbers but also in scale. Industry growth and evolving customer and patient expectations are creating opportunities for growth. Learn about six emerging trends in Healthcare Contact Centers.
Take Charge – Promote Your Contact Center’s Value and Visibility
Contact Center leaders must take charge of the inevitable transition to positioning the Center as an enterprise Strategic Asset rather than a factory-like, back-room operation. The identity of your Contact Center in the enterprise is undeniably linked to how others see you – or perhaps don’t see you at all. The Contact Center’s Value is inextricably tied to the management …
Clear Path to Healthcare Access … Four Pillars of Readiness
The pace around Healthcare Access initiatives has picked up considerably in the past year; for some it appears more of a race than a meaningful pace. How to assess your people, process, technology, and Call Center management readiness for optimum success.
Customer Experience and the Fine Art of Conversation
Customer Experience remains at the forefront of business strategy. Customer Care Contact Centers play a key role in the execution of the Customer Experience. It is management’s responsibility to assure that the skills required to deliver on the strategic promise are present and constantly groomed. Customer Experience at the front line is where conversations are taking place. These conversations are …
Lost in the Labyrinth: Brand Energy Power and Vision Clarity
This installment of Lost in the Labyrinth focuses on Brand Energy Power, an organization’s internal furnace that breaks down silos and builds brand momentum at every level. How do we build Brand Energy and continue to fuel the fire in the Call Center? Vision Clarity stokes the furnace and builds into each business unit a sense of strategic connection to …
Elimination is Infinitely More Powerful than Automation
Whether at home, at school, or at work, the ability to eliminate excess allows space for clarity, productivity, and a genuine contribution to well being. Every business unit in every company today is faced with doing more with less (usually money), while simultaneously being asked to improve the Customer Experience, increase productivity, reduce errors, increase revenue, reduce cost, and all …