I wrote a blog on Net Promoter Score (NPS) last year and continue to get into discussions about it with clients and colleagues. Martha Brooke of Interaction Metrics is a great dialog partner as she’s an expert on customer surveys and actionable customer feedback. She also shares my passion for this topic. So we put our… Read More »
As I reflect on the hundreds of contact centers that I’ve served across 28 years in this industry, one thing stands out: Most contact center leaders aspire to be “best in class” (or “world class”). Beyond the obvious bragging rights, they have a sense that excellence produces superior customer (and agent) experiences and delivers tangible… Read More »
For most contact center leaders, time is not on their side. The rate of change combined with unrelenting competitive pressure forces decision making at light speed. Deadlines loom before they’ve had time to consider and evaluate alternatives. Moreover, the breadth of their operational responsibilities and daily dose of fire-fighting often rob them of precious time… Read More »
Mainstream technologies get a lot of press. As the backbone of contact center operations, they’re on everyone’s radar and they need to function at peak efficiency. But I’d like to put a spotlight on a few niche technologies and tell you why I find them intriguing Desktop and process analytics (DPA) captures and analyzes all… Read More »
When President Barack Obama signed the Patient Protection and Affordable Care Act (PPACA) into law, the healthcare industry was given the mandate to expand public and private insurance coverage while reducing costs and improving outcomes. As the legislation took effect, insurance companies and healthcare providers needed to support a more diverse patient population. Given the… Read More »
We are frequently approached by contact center or IT leaders who want outside help with a project but first need to convince the “powers that be” to consider using a consultant. Some of the reasons they seek us out: Lack in-house expertise for the task at hand, often seeking some “best practices” insights or help… Read More »
Contact centers in public utilities face increasing pressure to trim costs and find creative ways to respond. At the same time, customers have elevated service expectations based on their experience with other centers. It’s a real Catch-22. We have worked with many utilities to help them make effective use of technology as a means of… Read More »
Credit unions today face growing competition and heightened member expectations for an exceptional interaction experience. As a result, their contact centers have to find ways to raise their standards of service, and many engage contact center consultants for expertise and best practices insights. Historically, many credit union contact centers have had a difficult time garnering… Read More »
Managed services (MS) has garnered plenty of energy and enthusiasm in the contact center technology marketplace, both from buyers and sellers. It is perceived as solving problems companies face today, notably IT cost, responsiveness, resource bandwidth, and expertise. The contact center wants more control for strategic and day-to-day changes, and has an increasing need for… Read More »
We’ve been on our soapbox for years to encourage organizations to adopt the 3 Ms of implementation – Project, Change, and Vendor Management. Project Management (PM) focuses on the tasks associated with an implementation – planning, executing, and completing the work of a team to achieve specific goals and meet business objectives. Change management (CM)… Read More »