Understanding how to improve the customer experience from the inside out is one thing. Trying to attain the outside-in perspective […]
I recently came across the Japanese terms genchi genbutsu and genba; they’re both key principles of the Toyota Production System, […]
To your customers, the most important C-level position in your company is the CSR. Hopefully your contact center understands just […]
The late Stephen Covey wrote one of the most influential business management books of all time. The idea of intentional […]
In an ideal world, contact center workforce management (WFM) solutions would generate accurate forecasts and schedules to identify the exact […]
Of all the metrics in a call center, First Call Resolution often has the biggest impact on customer satisfaction, yet […]