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WFM: No Longer a Goliath for Small Contact Centers

Contact centers come in all shapes and sizes. I’d like to focus on the small contact center.  Let’s first define “small” in the context of contact centers for the purpose of our... Read More

Three Ways Training Can Help Build Culture

Training is an important part of building a positive contact center culture. Since culture is ultimately defined by our actions, agents need training to help them clearly understand what’s expected. Training helps... Read More

CRM in the age of Outsourcing

I recently came across an article on my newsfeed that caught my attention. It was about service provider advocates, and by the end of the article I was nodding my head in... Read More

Here is Your Welcome Banana

Wow the customer every chance you get. It doesn’t have to be something big or expensive. In fact, small details make all the difference in the world. Welcome and Smile written on... Read More

#ICMIchat Recap: WFM Challenges for the Small Contact Center

Managing a small contact center comes with its own set of unique challenges and opportunities--especially when it comes to forecasting, scheduling and staffing. That's why we devoted an entire #ICMIchat this week... Read More

Operational Success Index: Where to Measure Forecast Accuracy

In part one of this article series we established how each team within the workforce management practice affects the outcomes and success metrics of the call center. Last week in part two,... Read More

Tackling the Challenges of Small Contact Centers

Kicker: Small contact centers face big challenges. Here are ways you can meet them successfully. Small contact centers—those with fewer than 50 agents (and, yes, they can get much smaller, e.g., there... Read More

Multi-Channel Customer Service: Improving Access, Training, and Results

Accessibility is a hallmark of the current customer service environment, and it is defined by the customer, not the company. As such, organizations can no longer limit their customers to telephone and... Read More

The Non Voice Contact Center: The Same, But Different

Customers want choice and convenience.  They want the companies that they deal with to be where they are, when they need them.  Yet, we are not there.  According to Dimension Data while... Read More

Video: Costs and Causes of Contact Center Attrition

Attrition is one of the biggest challenges contact centers face.  Can you relate? In this video I share two of the main causes at the root of attrition and offer up some... Read More

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Which of the following best describes the mood in your contact center?

Every man for himself
Teamwork makes the dream work
Some days are stressful, but we have fun
Most people do the minimum to get their paycheck
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