Planning


Strategies for Promoting Contact Center Value and Visibility

Ignored or poorly managed visibility is a chronic condition that leaves many centers suffering from enterprise isolation.

Strategy Visibility Planning


I Want to Take You Higher

Replacing COVID issues at the top of the challenges was formulating strategies that propel the contact center into becoming a central component of the operations of the organization.

Strategy Visibility Planning


What Execs Want: How to Respond to Visionary Ideas

Keep an open mind and bring the ‘can do’ attitude that your executives expect.

Strategy Planning Remote Work Strategy


Keep the Ball Rolling!

Change is often the result of any good assessment, one in which the entire team has been included from the get-go.

Strategy Planning


Moving Forward: What Will 2021 Bring for Contact Centers?

The lessons of 2020 are already abundant, but they are not complete. There are more lessons to learn and they may be more complicated than those we’ve dealt with to date.

Strategy Planning Remote Work Strategy


Get the Ball Rolling… 2021 Here We Come!

The beginning of the new year offers the opportunity to invest time and energy into getting the ‘assessment ball’ rolling.

Strategy Planning


Managing Through COVID-19

Calls matter, private conversations matter, and learning about how the frontline feels about working from home matters.

Strategy Planning COVID-19 Remote Work Strategy


The Rocket Man and a Watershed Year

The modern contact center means a more agile approach; working anywhere while meeting service level objectives and taking care of the customer on whatever channel they prefer.

Strategy Planning COVID-19 Remote Work Strategy


Surveys Highlight Contact Center Opportunities

COVID ‘shined a light’ on the importance of the contact center, and it now features far more prominently as the ‘face’ of the organization.

Strategy Customer Experience Planning Industry Research Research COVID-19 Customer Retention Remote Work Strategy


Eight “Sizzling” Summer Leadership Tips

Belief and certainty can be so strong they blind us to areas of weakness.

Strategy Planning


How to Apply Predictive Analytics to Post-COVID Recovery

The pandemic has encouraged the adaptation of new business models that place service at their core.

Strategy Planning COVID-19 Remote Work Strategy


COVID-19 Impact: Recalibrating Human & AI Roles

Business has changed—forever. We must accept this and take steps to evolve. If we don’t, all the pains we are going through now and the lessons we learn along the way will have been...

Strategy Planning COVID-19 Remote Work Remote Work Strategy



Nothing Ventured, Nothing Gained

Sometimes it feels safer to discuss, evaluate and delay rather than decide, act and move forward.

Strategy Planning


Pushing the Project Pause Button

The more complex your organization, the more likely you are to experience the project pause button during major initiatives where significant change is a factor.

Strategy Planning


Make Technology a Strategic Tool

Getting technology right is about not letting the day-to-day fire drills stop the ongoing activities to plan for, implement and optimize changes.

Strategy Planning


How to Make Your Contact Center Digital Transformation a Success

The key is approaching things in the right way, which includes a heavy dose of communication delivered with a dash of gusto.

Strategy Planning


3 Tips for Embracing an Agile Approach to Digital Transformation

To meet evolving consumer expectations and become more customer-centric, businesses must create a cultural change through extensive communication, consultation and training.

Strategy Planning


Beware Healthcare… Your Access Center May Be at Risk!

Why is it so difficult to provide proper governance that will break the chain that links funding for staff and training to 20th century private practice models?

Strategy Planning


Are You Ready, Willing and Able for Digital Access?

Leaders must know where processes and tools are strong, where they are weak, and most importantly, how these strengths and weaknesses impact frequency, complexity and digital readiness.

Strategy Planning


Analyticus Ubiquitous

Analytics is at the core of everything a business needs to do to succeed in the customer experience economy today.

Strategy Planning


Are You Sure Your Contact Center Is on Solid Ground?

Once a flaw in the foundation has been identified, it must be fixed. It must not be complained about as if there is simply nothing to be done to correct the situation.

Strategy Planning


Change the Channel to Omnichannel

Generational norms and expectations will drive widespread adoption of omnichannel in the contact center whether the contact center likes it or not.

Strategy Planning


Plan and Measure = Pleasure

The ability to properly plan, and measure the performance of the plan, improves your contact center’s visibility as a valued asset.

Operations Reporting Strategy Planning


Clear Path to Healthcare Access… Four Pillars of Readiness

How to assess your people, process, technology and call center management readiness for optimum success.

Strategy Planning


The Death of the RFP?

Fairness and communication are the underpinnings of success. Many of the stereotypes and fears about the selling and buying process come from the lack of these two things.

Strategy Planning


Good, Fast and Cheap! Can You Really Have It All?

You need to dive into the true cost because it may not be as simple (and low) as it seems.

Strategy Planning


Healthcare Contact Centers’ No. 1 Success Factor… Proper Governance

Governance becomes very significant as many contact centers begin to emerge across the healthcare system and leaders see that “no one is in charge” of them.

Strategy Planning


Now What? The impact of Chaos on Contact Center Operations

Confusion is a constant companion when it comes to CHAOS and confusion often leads to conflict.

Strategy Planning COVID-19 Remote Work


Creating a Contingency Plan

Responding to an emergency with a solid contingency plan in place will ensure that the right number of sandbags are in the right place to hold back the rising water.

Strategy Planning


5 Hot Trends Impacting Contact Centers

Connected consumer applications means managing devices and services across multiple vendors, with customers uncertain where to turn when problems arise.

Strategy Planning


At the Intersection of the Contact Center and the Autism Spectrum

At some point in the not-too-distant future, you’ll probably find yourself with contact center employees who function somewhere on the autism spectrum.

Strategy Planning People management


Differentiator Series Part 4: Nailing Priorities

The prioritization process can be viewed as a complex set of forecasts: what will we need most in the future, how much will this improve if we add that, will this technology stand the test of...

Strategy Planning Strategic management


A Predilection for Predictive Predictions

Predictive analytics isn’t yet a mass-market solution, but it’s only a matter of time before the mass market realizes the power of predictive analytics and that changes.

Strategy Planning


Looking Ahead to 2020

When I ask contact center leaders about things that keep them up at night, a common concern is the ability to find staff that will succeed in the role of an agent.

Strategy Planning


Balancing the Contact Center Brain, Differentiator Series, Part 1

Contact centers may not sit around talking about the different sides of the brain, but each has a unique approach to management that favors one over the other.

Strategy Planning


Differentiator Series Part 1: Balancing the Contact Center Brain

Contact centers may not sit around talking about the different sides of the brain, but each has a unique approach to management that favors one over the other.

Strategy Planning


How Will Changes in Minimum Wage Laws Affect Your Contact Center Location Decisions?

Since about 60% of your contact center costs are wages, you will need to be more deliberative in factoring the impact of minimum wage laws on your location decisions.

Strategy Planning


FrontLine Group

We believe that we’re small enough to deliver the type of high-touch, personalized attention that lets our clients know that they matter, and we’re large enough to handle all of their...

Strategy Planning White Papers


Looking Ahead to 2020

When I ask contact center leaders about things that keep them up at night, a common concern is the ability to find staff that will succeed in the role of an agent.

Strategy Planning Strategic management


The Changing Landscape of Healthcare: The Contact Center as Strategic Asset

The challenge is that contact centers in healthcare have emerged somewhat haphazardly. Think of it as evolution by default rather than by design.

Strategy Planning Strategic management


Incentives? Sure, Throw in the Floor Mats

Remember—incentives do not make a better location, rather, they make a better deal.

Strategy Planning Operations management White Papers


Finding a New Facility? Is It on the Top of Your Mind?

When evaluating urban areas for an existing facility, it is usually easier to find existing space. The amenities and the infrastructure are usually in place.

Strategy Planning Operations management White Papers


Staying Ahead of the Minimum Wage Curve

States such as Tennessee, Texas and Utah are strong markets for contact centers today, but if neighboring states change their laws, market conditions can change very quickly.

Strategy Planning Strategic management


How to Deliver Engaging Customer Experiences, Part 3: Process Improvement

One way that leading organizations build strong learning cultures is by starting at the top and having executives show a little humility and admit mistakes.

Strategy Planning Strategic management


Site Selection: Where Is the Available Workforce?

Many communities throughout the world believe that having a low unemployment rate is best for their communities. However, in the BPO/Contact Call Center industry, it is all about labor...

Strategy Planning Operations management White Papers


Dodd Frank, the CFPB and You

Risk exposures exist at every point where the enterprise touches the customer.

Strategy Planning Technology


Dawn of a New Day

Far too often, contact centers field so many initiatives and demands that this time of year passes like ‘sands through the hourglass’ and the new dawn passes unnoticed.

Strategy Planning Strategic management


The Hurrier I Go, the Behinder I Get

If quality is the outcome we’re after, hurry has no place in the plan.

Strategy Planning Strategic management




Nice InContact
Verint
2Ring
Khoros
Aizan