A Warning to Contact Centers: Give Power Back to the People

These tried-and-true methods could improve your relationships with your customers. How would you build a customer experience strategy to engage, inspire and guide?

10X Exceeded Costs Due to Poor Call Center Engagement

Call center leaders and practitioners frequently talk about engagement, or the lack of it, and the effects on the contact center; higher attrition, lower FCR and lower customer satisfaction scores. However, the impacts to the business far outweigh those to the contact center. Consider your average revenue per contact. Then consider how many poor interactions […]

4 Biggest Issues Facing the Contact Center in 2013

2013 is the year for finding the right employees and keeping the right talent. Brian Flagg, Senior Client Executive for Cincom Systems was featured on an expert panel during a Contact Center Spring 2013 Conference where he shared the best practices, social media tips, technologies and hiring strategies for the upcoming year. Technology “Technology can […]

Contact Center Expert to Discuss Employee Engagement in the Contact Center

Brian Flagg to present at the EUCI conference Contact Center Management: Driving Costs Down & Improving Customer Service December 12 and 13 in Scottsdale, AZ.

“Contact Center Excellence” Author Shares Insights for Getting to World Class

Brian Flagg’s new book, “Contact Center Excellence: Standing Out From The Crowd,” will help you drive your contact center to a world class level.

New Podcast: Applying TQM in the Contact Center

Listen as Contact Center Expert Brian Flagg discusses ways to incorporate quality assurance directly into an interaction itself.

Are You Spending Too Much On Your QA?

Can Total Quality Management (TQM) be applied to the contact center?

The short answer to this question is an emphatic YES!

Combatting Employee Boredom in the Contact Center

Think about your contact centers, they’re normally a bustling center of (hopefully positive) activity. Your employees are taking calls, solving problems and engaging customers. But are your employees — your biggest asset in the contact center — bored?

Do your employees know your value statement?

Values are the bedrock of your contact center. There should be no question that every employee in the contact center knows what the organization stands for, why the organization is there, and what their value to the organization is.

Is disengagement spreading to your top performers?

Last week, Brian Flagg talked about a game he like to play when he makes a customer service call into contact centers. He tries to guess whether or not the agent he’s talking to is a satisfied employee or a disengaged one. Let’s take this game one step further – after you figure out what type of employee you’re talking to, what do you imagine their working environment is like.

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