A Few Words of Caution In 2009, I found myself in the Philippines, on a mission to improve the performance of our contact center. While waiting for the elevator to arrive, my mind was already set on getting my second serving of the day of the delicious beef salpicao. I entered the lift and was … Read more
Create a Compelling Scorecard for Managers and Executives: What Are the Metrics That Truly Matter? Managers and Executives are responsible for structure. This structure, or system, is responsible for the default behavioral output of the individuals in that environment. At an office, this system is referred to as “culture”. A brief example of how systems … Read more
Create a Compelling Scorecard for Agents and Supervisors: People and Teams Act Differently When They’re Keeping Score Like most new marriages, early on in my relationship with my wife, we struggled. Our biggest fight? You guessed it, money. My wife loved a Dr. Pepper when her day was a bit stressful. Some days she’d even … Read more
Reading Between the Lines of Your Analytics to Actually Understand What’s Going On Do you remember the first time you had spicy food? For me I was in kindergarten; my mom had prepared my dad a burrito before his night out bowling. Our kitchen was quite 70’s chic, a split level where we could see … Read more
Everybody thinks they’ve got custom development figured out. They don’t. They just opened a new Rec Center here where I live in Colorado. My family was excited to try the place out. And when we finally did, it was gorgeous. The pools were fantastic, with a really slick little slide area. The workout area was … Read more
Drastically Cut Your Expenses and Improve Customer Experience with Advanced AI-Assist Steve Jobs had a favorite anecdote to describe computers, and I find myself retelling it all the time. Studies have shown that the most energy-efficient creature on the planet today is… the Condor. And it’s not even close! Humans? We’re quite unimpressive as far … Read more
If your service level target is 80/20, 80/30, or your average speed of answer target is 30 seconds, I’m willing to wager it’s costing you money. The purpose of service level or average speed of answer is to contain costs by delivering service that is as close to disrupting the customer experience without going over … Read more
A Cautionary Tale on Choosing the Wrong Vendor Recently a client came to us with a sad—but not uncommon—story. They run a medium-size business with several hundred seats in their contact center. They had approached a vendor about increasing the speed, flexibility, and agility of their agents by moving to a cloud-native contact center solution. … Read more
Hunter Douglas has been struggling to find our equilibrium with our working from home customer service agents, as with most organizations. As someone who primarily worked from home, for nearly 15 years prior, I recognize working from home isn’t all the bed of roses I expected it to be, when asked about it in polite … Read more
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