Articles
Service and the Holiday Season
The business world takes a downturn in activity. Bright, colorful decorations adorn street lamps and shopping centers; the economy is given a boost by increased consumer spending; holiday music triumphs over Top-20 hit music on [...]
Resolving the Brain Drain in the Contact Centre Industry
The Brain Drain some countries face has seen much coverage in the mainstream media of late and is close to being reported to exhaustion. This “Brain Drain” phenomenon, according to Wikipedia (http://en.wikipedia.org), is “…emigration of [...]
Developing Contact Center Management Skills and Competencies
Call centers have come a long way in the last five years in terms of elevating the role and stature of their operations. One contributing factor is the move to provide certification programs that can [...]
Decreasing Contact Centre Cost
Contact Center managers are constantly focused on matrices. Unfortunately, this very same practice of scrutinizing the details of performance inevitably causes one to lose sight of the business aspects of the operation. Our budget and [...]
Contact Centre Absentism AEIOU
The typical Contact Center is ridden by daily challenges; service levels, call accuracy, service quality etc. However, by far the most challenging currently is the mystery of adherence compliance or absenteeism. By reading this article, [...]
Understanding Customer Experience
There’s been a lot of talk lately in the service industry about delivering Customer Experience or more affectionately referred to as CX. But, what does it mean when it boils down to the execution and [...]
Service and the Traveller
Something struck me on one of my business trips, warping through the portals of one airport after another. Service seems to be non-existent at airports, or the traveller has a tendency not to notice. Using [...]
Customer Service in Technical Support Help Desks: An Insurmountable Paradox?
Customer Service, an element that is getting more and more attention these days. Local industries in various sectors are attempting to strengthen the mythos of Customer Experience. To embrace and implement programs to introduce change [...]
Blogs of A Contact Centre Agent
Today marks the second anniversary of when I first donned the headset and resigned myself to a life as a contact center agent. It’s been an eventful two years; I’ve seen countless agents, close friends, [...]
Service Recovery Fundamentals
There is one fundamental reason why organizations that find themselves unable to traverse the higher plain of service delivery. The one element that many service strategists fail to implement- SUCCESSFUL SERVICE RECOVERY. Some Questions on [...]
Looking for That Leader
Have you ever heard a doctor, after delivering a baby exclaiming, "Nurse, looks like we have another Leader born…" in the operating theatre? Ladies and Gentlemen, this is the myth of the natural-born leader.Should this [...]