CHAOS in your Call Center brings confusion that becomes a constant and conflict-ridden companion. Five conditions that may be contributing to the growing chaos in your Contact Center and what you can do to stabilize and even reduce it.
Dear Contact Center Santa – A Heartfelt List from Customers
If there were a Contact Center Santa I would ask for seven Customer Experience “essentials” based on my work experience and my very active role as a consumer! 1. Dear Contact Center Santa,Please teach your staff to stop being defensive when resolving customer issues. Defensive responses ignite customer frustration; that is tough to overcome, particularly when the defender cannot “see” …
Joy To The World … 10 Wishes For 2018
Contact Centers are a sea of change; navigating change means constantly evaluating operational conditions. Ten wishes to bring joy, fun, and excitement to your Call Center! Create an environment where Customer Experience is paramount and those facilitating it can shine.
Five Obstacles to Digital Access in Today’s Healthcare Contact Centers
Healthcare is notoriously behind the times when it comes to digital access. A big obstacle to the future of digital access in Healthcare is poor processes. It’s time to weed out the obstacles to be ready when the “digital natives” seek out their care options. Learn to overcome five core barriers to digital access and create a baseline for assessing …
Global Contact Center Leaders Weigh In On What Matters
Contact Centers around the world are tackling the ever-changing landscape of customer expectations. So every little bit helps to keep current on how that landscape is shifting. Deloitte recently published its 2017 Global Contact Center Survey. This is the kind of stuff I love! It is so interesting to learn what global Contact Center leaders/executives see as trending and whether …
Mastering the “Fine Art” of Conversation in a Digital World
Contact Center leaders face a new threat. Device devotion has hijacked the ability to converse with others and also with ourselves. Yet, conversations move strategic and complex projects along more quickly than alternative methods. It is imperative to engage on a human level to grow conversational skills which are more art than science. How can you improve your “fine art” …
Survey Says … Human Factors to Consider
There is no more important factor in today’s Healthcare Contact Center than training. Yet it is too often given short shrift. A recent survey of Healthcare Contact Center professionals sheds light on training and people management challenges. Gain insight into the state of today’s Healthcare Call Center as we watch the industry grow.
Customer Experience … It’s All About Partnership
Have you ever read First, Break All the Rules[1] by Marcus Buckingham and Curt Coffman of the Gallup Corporation? If not, you may want to consider it. The overwhelming message of the book is how to be a more effective leader by taking a new and fresh look at what you are trying to accomplish and how you are doing …
Is Your Customer Experience Like a “Third Rate Romance, Low Rent Rendezvous?”
Sammy Kershaw released a recording in 1994 called “Third Rate Romance, Low Rent Rendezvous,” a cross-over country hit at the time. The song tells the sordid story of a couple sneaking off to the “Family Inn” for a tryst of sorts. At first glance this has little to do with Contact Centers, right? Wrong! I am hijacking this song title …
Complacency: Danger in the Comfort Zone
When complacency dominates the Call Center culture it is insidious and has a gradual and cumulative effect. Change is resisted and innovation and creativity become unknown commodities. This leads to behaviors that do not deliver on the Customer Experience. Learn how to fight complacency by challenging yourself and those around you.