Tag: contact center
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When It’s Time to Go
Just like Johnny Flynn said The breath I’ve taken and the one I must to go on Put the grenade pin in your hand, so you understand who’s boss My defeat sleeps top to toe with her success ~Alt-J: Matilda Got a moment? Go ahead and Google ‘how do I know when it’s time to…
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Did THAT Just Happen? – Starbucks Monitors and Reacts in Real-Time
Last week in this blog series I made correlations between the services I received from US Airways, and the real-time management concepts from Brad Cleveland’s book, Call Center Management on Fast Forward. I’d like to continue with that theme and extrapolate out some of the other principles of real-time management that Brad describes and that…
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4 Predictions for the Contact Center of the Near Future
4 Predictions for the Contact Center of the Near Future.
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Did THAT Just Happen? – US Airways Real-time Management
In Brad Cleveland’s book, Call Center Management on Fast Forward, he defines real-time management as “making adjustments to staffing and thresholds in the systems and network in response to current queue conditions.” This concept is one that every contact center leader becomes acutely in tune with, as the variables impacting the call center are vast…
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Did THAT Just Happen? – United and San Francisco TSA Customer Service
Customer segmentation is a fairly standard practice within most contact centers, yet it is still considered controversial by many. The better you are as a customer; the better the service you shall receive. In most cases, your status and place in queue is determined by the amount of money you’ve spent or the lifetime value…
The Badass Unicorn 