by queuelesscenter | Jan 19, 2017 | Customer Service
Would your service change if you were the customer? Sometimes the best way to find ways to improve is to try being your own customer. I recently rented a car from a rental agency at an airport in upstate New York. In many many ways the experience was wonderful. The...
by queuelesscenter | Jan 11, 2017 | Employee Engagement, Quality
A new year reminds us that new beginnings are always possible. I’m currently enjoying expanding mentoring relationships. A beautiful aspect of mentoring is the bi-directional flow of the relationship – it is most effective when there is give and take. One of the...
by queuelesscenter | Nov 13, 2013 | Employee Engagement, Excel Hints and Tricks, Workforce Management
Offering a bid system to agents for schedules, holiday hours or vacations is appealing to contact center and workforce managers. The bid processes supports systematic assignment and allows agents to have some input. The question that managers often ask is how can we...
by queuelesscenter | Oct 30, 2013 | Uncategorized
Great conversations at CC Demo 2013 were kicked off by keynote speaker, Lisa Ford. She underscored our reality: Customers who contact us today via phones are already escalated calls. In follow-up discussions with contact center attendees there was strong agreement and...
by queuelesscenter | Oct 29, 2013 | Uncategorized
CC Demo in Atlanta was a great place for contact center professionals to be last week. I was honored to present a pre-conference session on using quality tools to help make decisions. As a group, we discussed the temptation to jump to conclusions. It was a caution for...
by queuelesscenter | Oct 29, 2013 | Customer Service
Yesterday was a beautiful, sunny day in Orlando. On my way to return the rental car. I stopped to fill up the tank. I pulled off the highway and pulled into the first gas station on the route. I looked at the Sun Gas Xpress price 87 octane was $5.29 per gallon. I will...
by queuelesscenter | Oct 29, 2013 | Uncategorized
I thought I was alone in my annoyance. Until last month when a colleague brought the issue up. In listening to calls and reading emails, we are hearing customers complain about being inundated with emails all to purchase more stuff from the organization. One customer...
by queuelesscenter | May 28, 2013 | Uncategorized
There are snarky little signs and cartoons posted all around us. It’s humorous and it makes us smile. But as leaders, do we really want to share it? promote it? have people associate it with us? Are you unintentionally sending the wrong message? Look for these...
by queuelesscenter | May 13, 2013 | Uncategorized
Congratulations to the Class of 2013! A new chapter in your life is beginning. Much of what you have learned in school may never be directly applied to a situation at work but will be a tool you use in determining HOW to move forward with the problem or challenges in...
by queuelesscenter | Apr 17, 2013 | Uncategorized
It is impossible to deliver great customer service if the agent doesn’t know what the customer needs. Sometimes agents become so accustomed to answering the same questions, they start to anticipate the question. Customer service quickly suffers when this...
