Malaysia

  • October 28, 2012

My most recent business travel was to Penang, Malaysia.  Gorgeous place – wonderful center.  I love my clients! Workforce management continues to be a hot button for organizations.  If we cannot get our forecast right – we do not get the ri...

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Welcome!

  • October 28, 2012

Queueless??? Really?  The reality is that queues are a part of life in the contact center.  That is WHY ACDs were created.  The challenge is getting our organizations to make sound decisions about service level and response time objectives that support...

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A Real Scary Story

  • October 31, 2012

Time to put my consumer hat on… I recently ordered 6 books online from 3 companies.  5 of the 6 arrived within a week.  After nearly 3 weeks, I contacted the lagging company, wondering where my last book was ($92 order – more than double the...

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For the Book Lover

  • November 3, 2012

The first Saturday of November is Book Lover’s Day.  I am an avid reader.  I’m always looking for recommendations (HINT, HINT, Please share!) and happy to share a few of my favorites. I read just about anything – fiction, non-fiction, ...

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Doing things right!

  • December 5, 2012

Philadelphia is this week’s destination!  I’ve joined the Wawa fan club during my visit.  Here is a company that is working hard and doing things right.  The analysts in the call center are empowered and passionate!

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Who is minding the store?

  • February 13, 2013

I received the following email in response to a query: Dear customer, Thank you for visiting our site. We are writing to inform you that in order to celebrate the third anniversary of our company, we will have a ten days’ trip. It stars from 7th Feb...

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Falling in love – again!

  • February 28, 2013

Yesterday, out of desperation, I walked back into a Radio Shack for the first time in years. Radio Shack was not my first choice for electronic supplies when I walked through the doors – but it was when I walked out the doors. Several things made al...

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When the mouth is open, the ears are shut.

  • April 17, 2013

It is impossible to deliver great customer service if the agent doesn’t know what the customer needs. Sometimes agents become so accustomed to answering the same questions, they start to anticipate the question. Customer service quickly suffers when...

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