Feature

Feature Article: Making Work-at-Home Work

By Susan Hash

Work-at-home programs have evolved into an integral part of a corporate culture focused on flexibility and work-life support for frontline staff. Five companies with longstanding work-at-home programs share proven practices for success.

Agility Factor

One and Done: First-Contact Resolution

By Jay Minnucci

High first-contact resolution is a key ingredient to a well-run center. But FCR is only a piece of the puzzle. The trick is figuring out what specific efforts you need to make to get the highest payback.

Contact Center Q&A

Contact Center Industry Trends

By Steve Morrell

New research identifies six major contact center industry pain points.

Customer Surveys

Survey Accuracy Vs. Survey Bias

By Fred van Bennekom

A high survey response rate will give a good statistical accuracy, but it’s a false sense of security if there is a sample bias. Take care not to introduce bias through your survey administration practices.

Idiom Insights

Management 101: Flying by the Seat of Your Pants

Are you struggling to pilot your operation through a stormy, chaotic environment? It’s time to step back and assess.

Inside View

LifeLock

By Susan Hash

A look inside a world-class service organization that balances hyper-growth with customer-centricity.

Leading Thoughts

Get Your House in Order to Become the Director of Customer Experience

By John Goodman

Many service and contact center executives aspire to become the chief customer officer within their organizations. How to make the case that you can deliver an enhanced customer experience.

Management ROI

Behavior Management and Normalized Data Evaluation

By Patrick Hughes

Work your existing data to identify individual and center-wide quality trends and deliver a better customer experience.

Performance Matters

Analyze the Impact of Your QA Program

By Rebecca Gibson

Real insights into the effectiveness—and efficiency—of your quality program can be found in a combination of tactical and strategic quality measures.

Superior Service

The Impact of Job Dissatisfaction

By Jacqueline Ryan Brodnitzki

Sixty-four percent of Americans hate their jobs. What does this mean for your customer service organization?

Tech Line

Set Your Sights on FCR

By Lori Fraser

Top centers take first-contact resolution seriously, and align their metrics and technologies around it to deliver a superior customer experience.

The View from the Saddle

Workforce Management, Betty White and the Contact Center Industry

By Paul Stockford

Workforce management has, with the help of some clever vendors, reinvented itself as a browser-based, sophisticated solution with a great deal of appeal to future-facing buyers.