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 …
Tag: Customer Service
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 …
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Did THAT Just Happen?
I woke up inspired today. It might have been the break in the clouds, the passing of my 41st birthday, or the basic joy of waking up next to my beautiful husband in our own bed for a change. Perhaps …
The Service of Sarah
Care more than others think wise. Risk more than others think safe. Dream more than others think practical. Expect more than others think possible. ~ Howard Schultz Back in November, I wrote about giving up my fancy executive position with …
Treat me Right, I’m Yours for Life
So you wanna get with me Say you got all I want Say you got all I need So you think that you’re the one Who deserves my love But love takes respect and I will take nothing less If …
Do You Like Me? Do You REALLY, REALLY Like Me?
There might have been a time when I would give myself away Oh, once upon a time, I didn’t give a damn But now, here we are, so whataya want from me? Whataya want from me? ~ Adam Lambert, What …
The Badass Unicorn 