Tag: change management
Moving Forward: What Will 2021 Bring for Contact Centers?
Welcome, 2021! The new year always brings hope for new beginnings. Although COVID-19 is still the central focus of our everyday lives, the contact...
Seven Contact Center New Year’s Resolutions for 2021
Congratulations! Your contact center made it through 2020. Last year compressed five years’ worth of digital transformation, work-from-home initiatives, and massive customer contact volumes...
Goodbye 2020… Lessons Learned
I wish I could say, “Hate to see you go,” but that is definitely not the case. I believe that each of us has...
Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers
We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace...
Nothing Ventured, Nothing Gained
You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. “This idiom dates back to Chaucer (c. 1374) and...
Innovation: What’s the Right Amount for Your Contact Center?
Innovation is a requirement in most organizations. Without innovation, businesses will likely struggle to stay relevant and even survive. Most of us have a...
Pushing the Project Pause Button
I don’t know about you, but I love my pause button so much that I pay my cable company insane amounts of money monthly...
Leading a Service Culture
Businesses are entering a new age of leadership. Ivory towers are crumbling across the country. The days of executives being disconnected from their customers,...
Inside View: An Interview with Randal Hiester, Health First
Improving service quality and performance is a never-ending quest for contact centers. The quality management process, once mostly carried out post-call for management and...
How to Make Your Contact Center Digital Transformation a Success
I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation....
Are You Ready, Willing and Able for Digital Access?
Ready, willing and able is a self-explanatory idiom that describes an enthusiastic, well-prepared and eager response to change. Changes are abundant as we continue...
Clear Path to Healthcare Access… Four Pillars of Readiness
Access initiatives are taking place in a very high percentage of emerging healthcare “systems.” I don’t know about your neighborhood but where I roam...
Top 5 Posts in August
The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this...
Leading Customer-Centric Change: Use Storytelling Techniques to Gain Top-Level Support
It’s no secret that, in some companies, the contact center doesn’t always get the respect it deserves. In today’s customer-driven business climate, you’d think...
Lost in the Labyrinth: Visionary or Radical?
Today’s contact centers must go deeper into the organizational labyrinth and transform to be considered a strategic asset. This transformation must be influenced by...
Top 5 Posts in March
As we get ready to close the book on March, we wanted to make sure that you didn’t miss out on some of the...
Top 5 Posts in February
Frigid temperatures contribute to increased indoor activities… like reading contact center blogs! Our top posts in February included a call center and nonprofit partnership...
Now What? The Impact of Chaos on Contact Center Operations
We have all at one time or another uttered the phrase, “Now what?” According to TheFreeDictionary.com, this phrase means, “What is going to happen...
What Parenting and Leadership Have in Common
I am fortunate to have raised two boys who are growing up to be fine young men. Some of the lessons I learned in...
Complacency: Danger in the Comfort Zone
I happen to believe there is danger in the comfort zone… and that danger is complacency! In my dictionary, “complacency” is defined simply as “self-satisfaction.”...