The Moment of Truth
Originally published in The Contact Center Pipeline, October 2016 My flight just got cancelled, and I have to make it home tonight to attend my daughter’s holiday dance recital. Or maybe, after 17 years of paying premiums, I have to file my first claim. Or, maybe my PC is all locked up, and I’ve got a key client deliverable due in two hours. I need to call. I won’t text, or email, or post or tweet this one. I won’t even check your app or website to see if I can self-serve
Agent Attrition: Time for a Change
Originally published in the Contact Center Pipeline, September 2014 “Well, you know, it is a call center.” That phrase always seems to be uttered at some point when discussing turnover at a contact center. It suggests a certain resignation to a situation that is not only problematic on its own, but symptomatic of bigger issues in an organization. Ironically, the same people that often make this statement know full well that it is too important to ignore. In survey after su