Tag: communication
Create a Coaching Culture
Mention the word “coaching,” and most contact center professionals might think of the supervisor-to-agent feedback session that takes place as part of the QM...
Consultative WFM
A number of years ago, I was performing a WFM assessment for a company in Arizona. In the middle of a meeting with the...
Joy to the World… 10 Wishes for 2018!
Happy Holidays! I am taking some idiom liberties in this last month of 2017. “Joy to the World” isn’t exactly an idiom, but it...
A Culture of Trust
Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult...
Inside View: Nicole Berry, Sedgwick Claims Management Services Inc.
The ability to think strategically, solve problems, provide effective feedback and motivate staff—these are the marks of a good leader. What separates good from...
Executive Interaction on the Front Lines
Interaction with the staff is important in most any leadership position, but it is absolutely critical in a contact center. The agent’s job success...
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...
Let ’Em Have It or Bite Your Tongue
The American Heritage Dictionary of Idioms defines the phrase to “let someone have it” as originating in the mid-1800s and meaning “to give a...
Inside View: Award-Winning Managers
What defines best-in-class performance? ICMI recently announced the finalists for its Global Contact Center Awards Program. The winners in each of the 12 categories...
The Impact of Mobile
No matter what you think of mobile communication, you can be certain it is here to stay. It is not simply a different type...
Make a Long Story Short… PLEASE
“To make a long story short” is an idiom that dates back to the 1800s. In 1857, Henry David Thoreau penned these words in...
Tips for Communicating with a Global Team
Globalization has become a key growth driver for many organizations—and it’s a trend that will continue to increase. Research by The Hackett Group has...
A Day in the Contact Center with LINDSEY ANSLOW
LINDSEY ANSLOW has dedicated her career to working in customer-centric contact centers. As Director of Operations at DependableIT, a third-party provider of commercial and residential...
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...
