Want to exceed expectations in your contact center? Have your supervisors put their primary focus on coaching and development

By Brad Baumunk, COO It is hard to believe it is 2018. So much has changed, yet so much has stayed the same. When it comes to contact centers, the opportunities seem to be the same year in and year out. Case in point, the findings from two recent surveys Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development. Read article (PDF) Contact...

Read More

You don’t have to do it alone (the value of asking for the right help)

By Lisa Pustelak, RCDA Senior Consultant It’s the last day of the month, and as a bonus, it’s also the end of the quarter. You are not a quitter, so you are still trying to figure out how to come up with a miracle to hit all your metric goals to avoid “the talk” once again. You know at some point if the numbers don’t change, the talk will change, and you will be on the unemployment...

Read More

What is REALLY happening on your contact center floor?

By Lisa Pustelak, RCDA Senior Consultant Have you observed first-hand how much coaching your team leaders are doing? Have you listened to your agents talk with your customers, and are they following the call flow with enthusiasm? What about training? Have you participated in new-hire or leadership training? Ask yourself, “When is the last time I sat in on a coaching session, listened to calls...

Read More

How cruise lines can navigate to higher revenue for the 2013-2014 season

Turn more shoppers into buyers in your customer contact centers By Bob Davis I wrote about this subject back in 2011, and the time has come to bring it to mind again looking toward the 2013-2014 season. Here’s the story: The call came into a cruise line’s customer contact center. The caller, an older man, was having trouble navigating the company’s web site. He wanted to know how to select...

Read More

Counterintuitive Approaches to Customer Service from Top CEOs

Even as people working in the customer contact field, we, too, are consumers. We have all been the person dialing through automated messages or dealing with faulty voice recognition software. We have all been that person wondering, why I can’t just talk to a real person. We have all been there. Which makes us wonder, if we have all been there, why do companies continue to automate their...

Read More