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Contributed Articles

Six Components of a Great Corporate Culture

The benefits of a strong corporate culture are both intuitive and supported by social science. According to James L. Heskett, culture "can account for 20-30% of the differential in corporate performance when compared with 'culturally unremarkable' competitors." But what makes a culture? Each culture is unique and myriad factors go into creating one, but I've observed at least six common components of great cultures. Isolating those elements can be the first step to building a differentiated culture and a lasting organization.
[Full Article]   May-12-2013

 

Forecasting for the Future

Forecasting for any size contact center starts with building a strong capacity plan and having a well-defined governance process. Forecasting in any environment -- be it an inbound call center, outbound call center or blended inbound and outbound -- is not a fire and forget exercise. There are two distinct steps in creating a forecast: capacity planning, which is performed on an annual cycle; and a 3-2-1 approach, which is conducted continuously throughout the year.
[Full Article]   May-12-2013

 

How IT Leaders Can Empower Teams to Become Decision-Makers

Most managers want their team members to be more proactive when it comes to making decisions. IT Team leaders at any level can use a 'Tree Decision Rights' model to identify different types of decisions and then work with their team members to empower them to take on more decision-making responsibly.
[Full Article]   May-12-2013

 

New Insight into Customer Experience Pain Points – and How to Fix Them

Even if your company approaches customer experience in a disciplined, comprehensive way, you may not be delivering the experience your customers expect. Forrester, in its annual Customer Experience Index, found that only 3 percent of companies delivered a great customer experience: Only four out of 160 brands represented in the survey achieved an “excellent” score. To identify the pain points affecting customer experience, my company recently conducted a study to help companies understand what customers do, what they want to do, and how their journey affects your business. Here’s what we learned.
[Full Article]   May-12-2013

 

Contact Center Agent Turnover is a Fact of Life That Must be Tracked and Managed

Agents turn over in contact centers, and managing your turnover rate is a fact of life. Low agent turnover rates are those that are below 20% a year, and some contact centers have turnover rates as low as 5%. Turnover rates higher than 50% are considered high, and some contact centers have attrition rates of more than 100% a year. Turnover impacts organizations because of recruiting and training costs, and ongoing agent morale issues which can impact customer satisfaction. Not all turnover is the same. It is useful to quantify each turnover event as voluntary or involuntary, and understand the causes of turnover so that you can address them, especially if your metric far exceeds the benchmark that you have set for the organization.
[Full Article]   May-12-2013

 

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