Illustration by Eric Jackson

Our most-read blog post in March was Kathleen Peterson’s insightful look back at McKinsey & Company’s decade-old research into the impact of Moments of Truth on customer loyalty, and its relevancy in today’s multichannel environment. Other topics of interest to our readers included four pointers on how to extend the value of QM programs; tactics for using data to elevate the contact center; a thoughtful essay by Jay Minnucci on the profession of contact center management (and how to raise the profession’s image); and our interview with Sitel’s Cassidy Klundt, winner of the 2015 Best Contact Center Executive/Director Award from ContactCenterWorld.

Moment of Truth
The origin of the idiom Moment of Truth is a “translation of the Spanish el Momento de la Verdad, signifying the point in a bullfight when the matador makes the kill. It was first used in English in Ernest Hemingway’s Death in the Afternoon, written in 1932.” Essentially, the Moment of Truth is a deciding moment with potentially grave implications!

4 Ways to Expand the Value of Quality Monitoring
I have always been a big proponent of quality monitoring (QM) programs. It’s the best process we have to determine how well agents are following the training and coaching they have been provided. And if you have ever wondered how effective a QM program is, just hold a focus group and ask agents why they follow certain practices (like asking for permission to place a caller on hold, for example). The universal answer is that they do not want to “get dinged” if the call gets monitored.

The 3 Winning Data Strategies for Contact Center Success
Effective data use can separate the preeminent contact centers from the rest of the pack. As you work to leverage your center’s data, consider these three tactics to elevate your contact center to the next level.

The Profession of Contact Center Management
How many of you reading this chose contact center management as your career? Like many of you, I “fell” into this industry. I had just graduated college, was willing to take pretty much any job I could find, and landed at a company that had recently launched a large call center. Back then, simply having a call center was cutting edge, and this was appealing to someone starting a career. As I moved into different roles, I realized how challenging and promising the environment was, and stuck with it ever since.

Inside View: Cassidy Klundt, Sitel
It has often been said that the most effective leaders are lifelong learners. They are driven to continually develop their skills and abilities, and stretch to attain ever higher personal and professional goals. Add to that a passion for putting people first and you have a few of the fundamental traits that distinguish Cassidy Klundt from more conventional leaders.