A Logical Approach to Setting a Schedule Adherence Goal

The dynamic nature of contact centers require us as leaders to have a keen awareness of what our contact center volume and staffing will be at each daily interval. As a contact center matures, a typical growth step includes the addition of resource planning teams and tools to plan workload and resources needed to meet service goals for each of those intervals.

Agents following an assigned schedule, which is known as schedule adherence, have a profound impact on how well a contact center operation can perform. By using a schedule adherence key performance indicator (KPI) your operation team is able [...]

Do you Know the Best Ways to Engage Multi-Generational Customers?

Millennials,  Gen X, Gen Y, Baby Boomer. How do these customer groups interact with organizations in today’s technology-driven markets? Are these descriptions accurate? Some attributes are specific to each group, but many cross all generations depending on the level of technical ability they possess, but more importantly the technology channels they prefer to use, as well as the manner in which they process the information they seek.

As customer experience strategies are developed and implemented across all industries, organizations must fully understand all aspects of how customers prefer to interact. There is a critical need to fully understand social technology [...]

Voice of the Customer – Are you Getting It?

If you’ve read any of my other posts, you might have noticed that I talk about quality frequently. I’m not afraid to say that I think you’re missing out on a huge opportunity to improve your customers’ experiences if you aren’t listening to those calls, chats, emails, etc.

There’s another side to this listening task. True voice of the customer is more than just the conversation they have with your agents. It’s also something you can catch through a post-call survey.

What is a post-call survey, you ask? This is typically an automated survey with just a few questions that are presented [...]

Know and Retain the Next Gen Policyholder

Younger generations including the Millennials and GenY are known as being driven by technology, they want less personalization, and are instant gratification-type generations. They want their information when and how they prefer, and tend to be able to get what they need in a flash. Their communications are based on social, mobile, and instant messaging platforms, and it’s an assumption that personalization isn’t a priority for them. But, is that really the case?

In an effort to better understand these preferences and trends, I pulled together a multi-generational panel that represented various types of policyholders during the insurance track at [...]

Remove These 4 Annoying Emails From Your Workplace

The average person checks email as much as 30 times every hour. For you math wizards out there, that is about once every two minutes. Nobody likes a full inbox to filter through, but we do love that “bing” sound that goes off when we have a new email waiting. Most of us are so impulsive with new notifications that we just have to see what we might be missing.

So just how harmless is an unnecessary email distraction? Can’t we just scan it quickly and delete it? That only takes about five seconds right? Actually, it’s deceiving to look [...]

Why Aren’t You Using Quality Monitoring?

I come across people in my training classes all of the time who are not doing any sort of quality monitoring of their contact center agents and it completely baffles me. Now, when I say “quality monitoring”, I mean some sort of recording and scoring of the agents’ interactions with your customers. There are so many justifications for it, such as allowing the agents to actually hear what they sound like when speaking to customers, that it seems monitoring would just be an obvious thing to do and yet so many companies don’t.

Is it a financial thing? Perhaps the [...]

The Great Contact Center Role Reversal: Social Customer Service

Even since the dawn of the call center, and through to the morphed version of today’s modern-day contact center, the roles of the service provider and the customer have been pretty clearly defined. The customer needed answers. The agents have the answers (at least that is the hope). And the provider of the service determined the rules of how a customer would get to an agent, which agent he or she would be routed to, and how fast that routing would take place. Machines, like sophisticated automatic call distributors (ACDs) automated this process…but still the rules of how all the [...]

Workgroup Mania! When is Enough, Enough?

Some customers coming through my training classes struggle with finding the “right” number of workgroups for their organization. With our Customer Interaction Center, workgroups are the primary organizational component. Interactions are typically routed to workgroups. When you are looking for a co-worker’s phone number, you see it sorted by the workgroup they are in.

Is your company going “workgroup crazy” and creating more than needed? Maybe even creating more groups than can be easily maintained?

Here are some questions to ask when determining if a workgroup is really needed or not.

Do you need to route interactions to a specific [...]

Relief – The Final Emotional Response of the Customer Experience

In my last post, “The Emotional Response of the Customer Experience”, I shared a rather negative interaction with the customer service team at my bank. As promised, here’s the follow-up detailing what happened next and how the customer service team redeemed itself and pulled me out of the “detractor” category, at least for now.

The final emotional response (relief) occurred shortly after 7:00am when I called in to the customer service center – again. This time, I decided to attack it from a different angle, and selected the option for checking account support. After only five minutes in queue, I [...]

Wanted – Innovative Technology Ideas for the Contact Center

Recently, I was asked by an executive at Interactive Intelligence about how excited contact center leaders get over cool new technology. “How jacked up would they get over smart watches or voice biometrics? If we could give them what they wanted in future technology, what would be on the list of cool things they would salivate to get?”

Uncharacteristically, I was at a loss for words on how to respond. I came to the realization that it was because contact center people are mainly doers, executors, tactically-driven people that get things done. We’re not dreamers. We take action. Successfully managing [...]