Jul 02, 2008
A global report reveals that a significant gap exists between what C-level execs promise and what customer service organizations deliver.
Cost Performance, Customer Satisfaction Measurment/Management, Metrics/Performance Measurement, Strategic Value
May 30, 2008
No call center is an island - at least, it shouldn't be. Most of us remember a time when the majority of centers functioned primarily in a silo, working in isolation from marketing, IT, R&D, finance and even senior management.
Strategic Value, The Call Center's Contribution to Key Business Units, Contributions to Financial, Contributions to HR/Training
May 04, 2007
There's an important worldwide trend taking shape, as contact centers learn how to boost their visibility across the organization and deliver value that reaches every other business unit.
Demonstrating the Call Center's Value to the Organization, Communicating with Senior Management, Strategic Value
May 04, 2007
You unexpectedly run into the company CEO on the lift (elevator), who inquires about the returns the contact center is delivering. Kathleen Peterson wonders, "Are you ready?"
Strategic Value, Communicating with Senior Management, What Senior Managers Need to Understand about Call Centers, Demonstrating the Call Center's Value to the Organization