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Contributed Articles

Linking Operational and VoC Metrics

Business linkage analysis is the process of linking disparate business data sources together for the purposes of understanding the relationships between them. For operational linkage analysis, we are interested in understanding the relationship between customer feedback metrics and operational metrics. Demonstrating the statistical relationship between customer feedback metrics and operational metrics is useful for several reasons.
[Full Article]   Sep-22-2013

 

Looking at the C in FCR

For an agent who takes dozens of calls an hour, for several hours, day in and day out, it is easy to sound like a voice recording, which ultimately dehumanizes the entire customer-agent communication process. So, its important to look at the call, the C in FCR, and why it happens in the first place.
[Full Article]   Sep-22-2013

 

Managing Call Center Stress and the Bully Boss

When you look around your call center, do you see engaged employees, or do you observe a stressed culture that watches the clock and avoids managers who may demand even more from them? With a group of employees whose performance is constantly measured, its easy to feel stress, depending on what happens because of those measures. But what can be done to reduce your stress in daily activity?
[Full Article]   Sep-22-2013

 

Five Mistakes to Avoid When Managing Digital Teams

As digital becomes part of every line of business, effective marshaling of digital capabilities is a critical competency. Management is often maligned (sometimes for good reason!), but strong management is an important differentiator in both digital delivery and in aligning that delivery to strategic goals. So whats the best way to tackle management of digital teams to keep engagement and output high?
[Full Article]   Sep-22-2013

 

Nice or Tough: Which Approach Engages Employees Most?

It's probably no news to most people who work that poor leaders produce disgruntled, unengaged employees. Research also shows convincingly that great leaders do the opposite -- that is, that they produce highly committed, engaged, and productive employees. What exactly fosters this engagement?
[Full Article]   Sep-15-2013

 

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