"Follow the Leader", Featuring Matt Beckwith →
Has working in customer service made a positive affect in your personal life? The short answer is: absolutely!
Read MoreHow 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.
Read MoreYour 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!
Read MoreBreaking the Ice Episode #42: Innovative Contact Centers & Giving Back w/ Matt Beckwith →
In Episode #42 we welcome Matt Beckwith, Contact Center Director. We met Matt on the weekly #ICMIChat on Twitter and have loved his perspective on customer service, customer experience, and contact centers.
Read MoreThree 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.
Read MoreCustomer Service Appreciation Week 2017
Did you know there is an official Customer Service Week to highlight the work of customer service employees? Customer Service Week is not specifically only for contact centers but many across the country have adopted it is their own holiday.
Read MoreCustomer Service Week
I enjoy being part of the festivities during Customer Service Week and hearing what other call center leaders do in their centers. I do my best to show my appreciation to my team members the other 51 weeks every year but find this week a special time.
Even if you don’t have money to spend, there are simple things you can do during Customer Service Week.
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