Performance Management

American healthcare organizations, for- and non-profit alike, are engaging in a tricky balancing act between cost management and patient satisfaction. Management must ensure efficient administration...

The November 2024 Feature article, “Ensuring Quality in Anxious Times,” focuses on the quality assurance and quality management (QA/QM) challenges facing - but also...

There is one question that has always driven my approach, both when I was in contact center leadership and now in my consulting practice....

I read with great interest Contact Center Pipeline articles written by my friend, Rick McGlinchey, called “Solving the CX Calculation Discrepancy – Parts 1,...

In an era of labor shortages and high wages, contact center managers have a compelling need to prioritize employee productivity. But in today’s contact...

If you work in a call or contact center, you know that agent productivity is essential to your center’s success. You can do a...

My father travelled quite a bit for both business and pleasure. Once on a trip to Denmark he was entertained at a business associate’s...

You don’t have to spend much time on a contact center floor before you notice what seems to be an overgrowth of colorful little...

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with...

When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after...

In an ideal world, first-contact resolution (FCR) metrics reflect the customer’s perspective. They capture the center’s ability to resolve the customer’s inquiry within each...

“We want to make people more accountable.” Well, amen to that. As a concept, accountability has enormous appeal. It is discussed in relation to government,...

Feedback is one of the most powerful motivators in a high-performing culture, says Mackenzie Kyle, author of The Performance Principle: A Practical Guide to...