Management, Human Resources, and Life in a Customer Focused World

A while back,  a contact of mine from an “addiction treatment, publishing, education, research, and recovery support” contact center, asked me a question.  I didn’t have an answer for her since I’d never dealt with headset problems or complaints in the past, but she was able to eventually get the information she needed.
Her question was:
I am [...]

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Contact centers tend to be at the core of this arguement. Quality vs Quantity. What is truly the most important? Does a person’s Average Speed of Answer (ASA) mean more than their customer feedback score? Is the abandon rate the key or does customer satisfaction play a role? In truth, the answer is not [...]

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If you run a customer service organization and you have heard “the system won’t let me” from your agents, think about whether you’ve given your agents enough empowerment and/or whether the systems are what are keeping you down.
Service Untitled » The system won’t let me. – customer service and customer service experience blog
The writer of [...]

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