Four steps to avoiding authentication pitfalls

“You idiot, I just entered all of that information.” I have worked in customer contact centers my entire career, so as a customer, I tend to be a little more understanding than the customer quoted above when I need to call a company for support. Nonetheless, I am also critical.   Most companies today authenticate callers using some method of automated data collection before handing the call...

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We like a bloody nose!

In a customer contact center, effectively leading a diverse workforce across multiple shifts with a high level of enthusiasm can be extremely challenging, but it is rewarding at the same time.  Challenges to overcome range from optimum scheduling to the type of calls being handled, service versus sales, and more. Contact center schedules run the gamut when it comes to hours and days off.  One...

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Blocking and tackling works in the customer contact centers, too

Customer contact center supervisors and agents are a special breed. To be the best, as in football, it all comes down to blocking and tackling. Here are 10 ways you can block and tackle your way to a higher level of success working in today’s customer contact center:  1. Come to work ready to be a champion. Life is challenging, and if you bring all of your outside challenges into the customer...

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