Contact Center Predictions in Three Sizes

The end of the calendar year often brings with it the inexorable look into the crystal ball. It seems everywhere you look someone is touting that they know what the future holds. So, as many of us are starting to look ahead to 2019 and beyond, especially since we likely already finalized our budgets and plans for next year, I thought I would add my bold predictions.

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Frost & Sullivan Customer Contact West 2018

This year’s Customer Contact West conference was held at the Arizona Biltmore in Phoenix. I really enjoy this event every year. It’s a smaller conference, I believe around 350 attendees, but the events and content are huge! The format of the sessions are great. The Frost & Sullivan team does a great job mixing up keynotes, general sessions, interactive sessions, panels and roundtables so there are so many opportunities to learn and connect with other customer contact and customer experience leaders.

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Customer Experience – No, Not That

Guest post from Dr. Debra Bentson - We talk a lot in the Customer Experience space about how to deliver CX – I’m putting this topic on its head to share a few things about customer experience.  

You know I love a good story – so here we go: I walked into one of those shops we all know to buy a cup of coffee – as simple or as froufrou as you like.

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What Comes Before "The One Number You Need To Grow"

Guest post from Andrew Gilliam - About six months ago, the survey that I've been working on for almost two years went live. It's the first step toward revitalizing our Voice of the Customer program. In the beginning, I recognized that capturing actionable data will be very challenging and essential to gain traction.

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How to Scale Your Culture as Your Contact Center Grows

What is culture? In my mind, it is the principle that will guide employees to behave in a certain way - the operative term being, guide, not force. Culture is also the sum of all behaviors of all employees. It is intangible. It cannot be seen, in and of itself. It can be encouraged, and enforced, by co-workers. It cannot be regulated by superiors but can be quickly destroyed by them. As a company grows, maintaining the culture can be challenging.

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How To Stand Out As A Customer Experience Change Agent

On episode 329 from July 17, 2018, “Be a Customer Experience Change Agent”, Jeannie spoke about how you can be a customer experience change agent in your company: Go big, find quick CX wins, and gather your champions. 

The episode got me thinking about the early days of my career. How I longed to get promoted to a position where I could actually make a difference. And how I learned, thankfully early on, that I could make a difference no matter the position I held.

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Rethinking Traditional Contact Center Quality Monitoring

Throughout my contact center career, I have seen trends come and go. Some trends seem to last forever while some seem to stick around far longer than they should. These are the things left over from call center days gone by that just need to go, the relics of those that came before us. Yes, I know, that sounds dramatic, but I think it's time to make dramatic changes. 

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Lean Six Sigma Tenets for the Contact Center

The wonderful thing about Contact Centers is that we get to measure everything that is important to our customers and team members.  Such metrics as calls received, cost per inbound contact, and customer survey feedback are critical to analyzing and maintaining a well-functioning Contact Center.

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How to Make Performance Metrics Truly Matter

As contact center leaders, we are always in search of the best way to effectively manage our operations, which can simply translate to how well are we managing costs. But our job is far more than just "managing costs". It is also our job to communicate how our teams impact the rest of the business and the bottom line. It is our job to fight for what is right for our team members, and to manage costs appropriately. 

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Your Team Meetings Suck (But They Don't Have To)

Contact centers of all shapes and sizes often have lots of similarities. One thing I have found to be true across most companies is this shocker: contact center team meetings suck! And another thing that is generally true is that your team members may not tell you they suck. Why? Because they crave the time off the phones!

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Three Recruiting and Hiring Resolutions for the New Year

Happy New Year! The new year often brings new candidates to the job market, so if you're taking advantage of that like I am, here are three tips to improve your contact center’s recruiting and hiring efforts. If you’re not doing them now, feel free to consider them New Year’s Resolutions.

This post originally appeared on ICMI.com.

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The Effortless Experience - A Must Read for Contact Center Managers

A fellow NorCal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi.  I loved it. If you work in a call center, or provide service to customers, this is a must read.

The book comes from the Harvard Business Review article, "Stop Trying to Delight Your Customers"

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