by queuelesscenter | Jan 19, 2017 | Customer Service
Would your service change if you were the customer? Sometimes the best way to find ways to improve is to try being your own customer. I recently rented a car from a rental agency at an airport in upstate New York. In many many ways the experience was wonderful. The...
by queuelesscenter | Jan 11, 2017 | Employee Engagement, Quality
A new year reminds us that new beginnings are always possible. I’m currently enjoying expanding mentoring relationships. A beautiful aspect of mentoring is the bi-directional flow of the relationship – it is most effective when there is give and take. One of the...
by queuelesscenter | Nov 13, 2013 | Employee Engagement, Excel Hints and Tricks, Workforce Management
Offering a bid system to agents for schedules, holiday hours or vacations is appealing to contact center and workforce managers. The bid processes supports systematic assignment and allows agents to have some input. The question that managers often ask is how can we...
by queuelesscenter | Oct 30, 2013 | Uncategorized
Great conversations at CC Demo 2013 were kicked off by keynote speaker, Lisa Ford. She underscored our reality: Customers who contact us today via phones are already escalated calls. In follow-up discussions with contact center attendees there was strong agreement and...
by queuelesscenter | Oct 29, 2013 | Uncategorized
CC Demo in Atlanta was a great place for contact center professionals to be last week. I was honored to present a pre-conference session on using quality tools to help make decisions. As a group, we discussed the temptation to jump to conclusions. It was a caution for...
