by queuelesscenter | Apr 16, 2013 | Uncategorized
by queuelesscenter | Apr 16, 2013 | Uncategorized
There are better, more effective ways for call center leaders to engage employees than ranking employees. Centers where agents are ranked do not accomplish as much for customers as agents who are not ranked. Why? Ranking creates an environment of inward focused...
by queuelesscenter | Feb 28, 2013 | Uncategorized
Yesterday, out of desperation, I walked back into a Radio Shack for the first time in years. Radio Shack was not my first choice for electronic supplies when I walked through the doors – but it was when I walked out the doors. Several things made all the...
by queuelesscenter | Feb 15, 2013 | Quality
I was recently told by a client, “You are my customer.” Four simple words that made me feel immediately comfortable with the project. It was clearly established that I would receive necessary information to meet my commitments. Throughout the entire...
by queuelesscenter | Feb 13, 2013 | Uncategorized
I received the following email in response to a query: Dear customer, Thank you for visiting our site. We are writing to inform you that in order to celebrate the third anniversary of our company, we will have a ten days’ trip. It stars from 7th Feb to 16th Feb....
by queuelesscenter | Dec 5, 2012 | Uncategorized
Philadelphia is this week’s destination! I’ve joined the Wawa fan club during my visit. Here is a company that is working hard and doing things right. The analysts in the call center are empowered and passionate!
by queuelesscenter | Nov 15, 2012 | Workforce Management
I had the privelege of attending a portion of a Society of Workforce Planning Professionals regional meeting yesterday. (http://www.swpp.org/) There was a thoughtful discussion centered around getting contact center supervisors to better explain and enforce agent...
by queuelesscenter | Nov 12, 2012 | Workforce Management
Workforce management software will predict the volume and length of calls. The reality is that the forecasts will not be very good without someone challenging the results. Does this mean that the tools are bad? NO! It means that people who understand the business...
by queuelesscenter | Nov 3, 2012 | Uncategorized
The first Saturday of November is Book Lover’s Day. I am an avid reader. I’m always looking for recommendations (HINT, HINT, Please share!) and happy to share a few of my favorites. I read just about anything – fiction, non-fiction, science,...
by queuelesscenter | Oct 31, 2012 | Uncategorized
Time to put my consumer hat on… I recently ordered 6 books online from 3 companies. 5 of the 6 arrived within a week. After nearly 3 weeks, I contacted the lagging company, wondering where my last book was ($92 order – more than double the cost of the...
