Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

10 Questions to Ask About Your Performance Management Tool

How would your contact center rate its Performance Management? Have you brought the right combination of people, processes, and technology together to identify and capitalize on opportunities for continuous improvement? A recent SHRM (Society for Human Resources Management) Foundation paper reports that less than 30% of those surveyed have an effective Performance Management system that… Read More »

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Data Doesn’t Mean Much Without Analysis

As a contact center consultant, I visit lots of centers and examine mountains of reports. What repeatedly amazes me is all the effort put into getting data and preparing reports with little energy expended on root cause analysis to drive prioritization of continuous improvement activities. Instead, they’ll charge ahead with new initiatives which increase contact… Read More »

Why our Team Took an Improv Class – and You Should Too!

I instilled fear in my team when I scheduled an “Improv” session at our recent annual meeting. I’m sure they had visions of being “onstage” and having to come up with something incredibly clever and funny. In reality, everyone left feeling like it was one of the best “team-building” exercises they’d ever experienced. Let me… Read More »

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A Picture That Paints 1,000 Words

It’s said a picture paints a thousand words. We help clients craft “elevator stories” about their contact centers (with associated visual images) so company leaders fully understand the centers’ value and needs. We also help them prioritize projects and investment opportunities into clear calls for action focused on a few recommendations with the greatest returns…. Read More »

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The Changing Face of Assisted Service

The other day, I was on my bank’s mobile app to view my recent credit card activity when I noticed an icon at the bottom of the screen that I hadn’t seen before. It was a microphone with “Voice” below it. When I hit the button, a “Siri-like” voice asked me to speak or type… Read More »

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The Joy of Callback Queuing

I was in a taxi on my way to LaGuardia on a snowy Friday afternoon. A proactive text message informed me that my flight was cancelled (drat!), launching my desperate effort to find a route home. Of course everyone was calling the airline, so the queues were backing up. They offered a callback, so I… Read More »

Contact Center Reporting

Almost without exception, our clients express frustration with their contact center reporting. Important data located in various applications and strategic information requests drive the need to export data into warehouses and spreadsheets to meet business needs. But in doing so, the value of contact center technology reporting applications is lost. It’s time to get back… Read More »

IVR: Reviled or Well-Regarded?

The Interactive Voice Response (IVR) system is probably the most reviled component in the contact center technology portfolio. We’ve all heard people say “I hate those automated machines… I just want to talk to a live person.” And yet IVR STILL PERFORMS A LOT OF USEFUL SERVICES that benefit callers and centers. For example: They validate… Read More »

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Solutions for Knowledge Management

Most centers struggle with knowledge management (KM), and it’s not hard to understand why. There is a wide variety of information to structure, review, and manage – on products, processes, policies, current issues, etc. Many different players produce and distribute information without a mandate to coordinate their efforts with others. A lot of information is… Read More »

Is Mobile the Next Great Thing?

While I try not to be sensitive, I cringe whenever folks regale me with their latest miserable customer service experiences. Studies show that customer satisfaction measurements lag far behind internal view measured through quality monitoring scores. Where are the “Wow!” experiences we all seek? A good mobile app, integrated with the contact center, can achieve… Read More »

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