The Highest Bidder

  • November 13, 2013

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 conduct the bidding. Seniority ranking is the most common approach to bidding. It is straightforward to rank base...

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Conversation Matters: CC Demo 2013 Buzz

  • October 30, 2013

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 a little frustration with this reality. Lisa Ford is astutely correct. If the web page, mobile app, google or ...

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ICMI’s CC Demo 2013

  • October 29, 2013

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 each tool that we examined. We have a duty to our organizations to present our recommendations with a thorough ...

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WaWa to the Rescue!

  • October 29, 2013

Yesterday was a beautiful, sunny day in Orlando. On my way to return the rental car. I stopped to fill up the tank. I pulled off the highway and pulled into the first gas station on the route. I looked at the Sun Gas Xpress price 87 octane was $5.29 per gallon. I will pay for convenience but I won’t be ripped off! I climbed back in the car and headed down the street. T...

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Opt-in: Avoid Opt-out

  • October 29, 2013

I thought I was alone in my annoyance. Until last month when a colleague brought the issue up. In listening to calls and reading emails, we are hearing customers complain about being inundated with emails all to purchase more stuff from the organization. One customer said, “I found you once, I can find you again. Why are you bothering me?” A blunder that so many mar...

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What message are you sending?

  • May 28, 2013

There are snarky little signs and cartoons posted all around us. It’s humorous and it makes us smile. But as leaders, do we really want to share it? promote it? have people associate it with us? Are you unintentionally sending the wrong message? Look for these clues…  You say you have an open door policy but what greets anyone who knocks on your door? While this ...

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