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Effortlessness: The New Battleground for Customer Loyalty

I have just finished The Effortless Experience: Conquering the New Battleground for Customer Loyalty – a very interesting read that challenged many of my assumptions. The authors, Dixon, Toman and Delisi, have worked with the contact centers of hundreds of companies in order to examine how they can be more effective in growing and protecting [...]
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Tips on planning for the long term

Very few things in a contact center have importance that rival a correct headcount and proper staffing, based on the forecasts created. The tricky art is to have a correct headcount. Let’s take the month of June, for example. The headcount work would have needed to be done a few weeks earlier. HR would need [...]
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Venus, Mars and the Contact Center

I think it goes without saying that there is often a tangible communications disconnect between the contact center and the rest of the business. While the goals of the enterprise are well understood by all (i.e., keep customers happy, earn profits and please the shareholders), how those goals are reached is interpreted in different ways […]

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Customers more savvy than agents? Get a grip on agent-skill training!

Customers are increasingly using different communication channels to contact organizations. Some of these customers are pretty savvy, knowing more than your employees or agents. Yet this doesn’t preclude them from demanding top service: on the contrary! Talk about being put on the spot and being on your toes. For anyone working in customer servicing, it’s [...]
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Part 3: Why do WFM projects fail? – And what to do?

Part three, the final in our three-part series: Hello again! Two weeks ago, we recommended that the properly skilled people be in place prior to automated WFM startup. Last week’s posting advised taking it easy and not biting off more than you can chew: i.e. slow and steady wins the race. Just like you shouldn’t [...]
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Part 2: Why do WFM projects fail? – And what to do?

Part two of our three-part series: Welcome back! Last week, we discussed the necessity of having properly skilled people in place prior to implementing automated workforce management  (WFM). Often, WFM failure is due to the lack of being properly prepared at the outset! This week we discuss the concept of taking it nice and easy; [...]
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Part 1: Why do WFM projects fail? – And what to do?

Part one of our three-part series: Many in the WFM field have seen it happen time and time again: companies implement a WFM program in their contact center. Yet, come six months later and the software just sits there, unused, with everything running exactly the same way as before. Inefficiencies run rampant once again, with [...]
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Forecasting & scheduling for social media – not so tricky

Nowadays, a social media channel is a part of any organizations' customer service. It doesn’t replace traditional customer service channels. It’s, in fact, becoming an increasingly important part of an organization’s overall approach to serving and communicating with customers. It won’t replace call-center channels, such as telephone or e-mail, but rather become yet an additional [...]
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