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Creating a Successful Contact Center Culture is a Journey

Creating a Successful Culture Is a Journey

There are a variety of models for creating or transforming a workplace culture, but experts agree that culture must be approached as a long-term...
Call-Center-Inside-View-Feature

Inside View: Carbonite

Trust is the most critical factor when it comes to choosing an online backup service. Customers rely on the provider’s solutions to protect their...
Make a long story short

Change Management: Common Mistakes That Kill Initiatives Midstream

Contact center leaders with the ability to embrace change and align functions across the enterprise play a key role in driving customer-centric change. But,...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Give Agents a Voice in Customer Initiatives

Successfully transforming into a customer-centric culture requires agent buy-in. Anna Convery, CMO & EVP Strategy at OpenSpan recommends getting agents more engaged in customer...
multitasking-and-long-term-planning

The Three Ms of Implementation

Three management factors play a key role in technology implementation success: Project, Change and Vendor Management. Most organizations focus on project management (PM)—the discipline of...
The Power of Collaboration in the Contact Call Center

The Power of Collaboration

In our centers, vast amounts of useful content and ideas exist in the minds of our agents. Collaboration is, of course, hardly a new...
Plan for Technology Change in the Call Center

Plan For Change

We love to conduct technology strategy projects and have shared how important we think those are for contact centers. We emphasize alignment of technology...
Listen for change

Manage Change by Listening

Have you ever heard the saying, “There’s a reason we have two ears and one mouth”? I work with many companies looking to decrease attrition,...
Management 101

Management 101: Flying by the Seat of Your Pants

“Flying by the seat of your pants” is an expression coined by World War II fliers. It was used to describe flying when instruments...
long-term-view

Taking a Long-Term View of Culture Change

Employees at Sutter Physician Services, an affiliate of Sutter Health, say that it’s a great place to work—and high ratings from its employee experience...
Customer-Centric-Change

Communicating Customer-Centric Change

Becoming a customer-centric organization typically requires a culture change that must be driven from the top. A collaborative approach that involves a close partnership...