Perception is reality. That’s a common belief and one I tend to agree with. For instance, I’m a baseball fan. My perception of baseball is that it is a cerebral… read more →
Driving customer-operations excellence as per COPC If we want our contact centres to achieve Customer Operations Performance Centre (COPC*) certification, which workforce management (WFM) tool should we use? In response to… read more →
As a former contact centre leader, I had the opportunity to develop and implement a quality monitoring program across three sites totaling 500 customer service representatives. I protected my team… read more →
Thank you for attending my webcast, Customers for life – How to strive for effortless customer interactions. You can watch a replay here. Below are a few key takeaways… read more →
In my previous post “You are here, but where is here?” I discussed using HP Explore to find the true source of the problem you are trying to solve.… read more →
Our very own digital asset management expert Tracy Askam, VP, rich media solutions, met recently with Henry Stewart DAM conference chair David Lipsey for an insightful interview. Tracy –… read more →
“We don’t know what we don’t know, so how do we know?” I had the pleasure of spending a day with a customer service manager and others at a gas/electric… read more →
With the ever-growing number of self-service options on more and more online websites, managers may draw the hasty and erroneous conclusion, or take a short-sighted view that these self-servicing features… read more →
The Rugby World Cup, hosted by England this year, is about ready for the first kick-off. Being half Welsh, half Irish, I’d like to think that chances to see my… read more →
There is a reason you have invested in a WFM system. That reason is the promise of a better working world: a world where service levels are met with greater… read more →