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By John Englund
in Best Practices / Metrics
on Nov 9, 2011

What’s Your VIBE? Do You Have a Voice and Tone in Customer Interactions that Guide How You Connect with Customers? Part 1

Zappos enormous success was created by its founder who wanted the company “vibe” to include a unique personality that draws...

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By John Englund
in Innovation
on Nov 7, 2011

Employee Buy-in is Critical to Driving New Technology Adoption

Technology is a great and wonderful thing. The best thing about technology is that it frees up humans to do...

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By John Englund
in Training / Coaching
on Nov 3, 2011

Help the Frontline Right the “Wrong” – Can your Frontline Rescue Customers? Give Customers Peace of Mind?

When an unhappy customer calls, does your frontline have “permission” to do the right thing? Learn how L.L. Bean continues...

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By John Englund
in Corporate Culture
on Oct 31, 2011

Getting Crafty with Contact Center Staffing

Last night you were given a mandate by senior management to “do less with more” in your contact center. You...

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By John Englund
in Best Practices / Metrics
on Oct 25, 2011

Survey Results Uncover the ‘Dark Matter’ of Contact Center Performance and Productivity – Part 2

In Part 1 of this blog post, we delved into the mysterious force of idle time (a.k.a. ‘Dark Matter’) and...

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By John Englund
in Best Practices / Metrics
on Oct 24, 2011

Survey Results Uncover the ‘Dark Matter’ of Contact Center Performance and Productivity – Part 1

We recently partnered with Unisphere Research on a project to help shed light on the state of call center productivity....

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By John Englund
in Best Practices / Metrics
on Oct 21, 2011

Labor: the Recurring Call Center Cost

A new automobile plant can cost upwards of $1 billion dollars to build. The cost of labor for the same...

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By John Englund
in Customer Experience
on Oct 14, 2011

A Customer-Centric Approach to First Call Resolution

Few metrics have made contact center managers drool like first call resolution (FCR) has. And with good reason: FCR has...

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By John Englund
in Best Practices / Metrics
on Oct 11, 2011

If You Shed Legacy Industry Practices – What Could you Become? Part 2

Editor's note: This is part two of If You Shed Legacy Industry Practices – What Could you Become? Part. 2....

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By John Englund
in Workforce Infrastructure
on Oct 10, 2011

If You Shed Legacy Industry Practices – What Could you Become? Part 1

There are many practices in the running of our operations that are legacy practices. The “beloved companies” stand out because...

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