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.

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


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 time, etc.

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


 

Aspect