Tag: strategic planning
Top 5 Posts in October
As we entered Q4 of a uniquely challenging year, our most-read posts in October reflected that contact center management are well into their annual...
How to Apply Predictive Analytics to Post-COVID Recovery, Part 2
As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making? Contact centers that...
Highlights from the 2019 Challenges and Priorities Survey
With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are...
The Ball Is in Your Court
I have had this idiom tossed my way any number of times by my parents, my children, my husband, my bosses and my colleagues....
Plan and Measure = Pleasure
Like all humans, contact center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing avoid PAIN! I think...
Garbage In, Garbage Out… Makes Contact Center Managers Want to Shout!
Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had an Oscar the Grouch...
Differentiator Series, Part 4: Nailing Priorities
We have reached the fourth installment of our five-part series on how the best contact centers differentiate themselves. (Be sure to read the previous...
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...
