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I have often seen evidence that contact center agents’ performance is strongly influenced by the key performance indicators managers use to judge, and often reward, their performance. In one extreme example I found that agents in a high-value-customer service center were rewarded if they kept the average call-handling time below two minutes. This sounded positive until I uncovered the common...
Read MoreTopics: Human Capital Management, Uncategorized, Call Center, Snowfly
Most of all, customer experience management is about a company delivering the optimal experience during an interaction. For example, during a conversation the contact center should ensure that the agent’s responses are appropriate to the context of the overall customer relationship and are personalized. The same should be true for a customer’s visits to the Web site, during chat sessions and in...
Read MoreTopics: Customer Experience, CEM, ResponseTek, Uncategorized
Check out the new blog! Read posts from Mark Smith, Richard Snow, and Robert Kugel.
Read MoreTopics: Uncategorized
