Driving your employee engagement. What do you think?

A decade after the dot com bubble burst and just a little while after the announcement of Lehman Brother’s collapse, the employee behavior research groups started getting traction and recognition from corporate America on the impact the dis-engaged workforce had on the overall organization and the industry as a whole. The mood was to move away from the…

How Omni-channelized is your customer service strategy?

Two interesting contact center experiences in the last few weeks made me choose this topic, How Omni-channelized is your customer service strategy? Before I share the two experiences, the video below is one of my personal favorite Omni channel contact center commercials, what I love about the storyline is the customer’s ability to engage with…

Your vendor’s coaching capabilities, why you need to care?

In this post, I chose to talk about the most important piece that will determine the success of your outsourced contact center engagement. Your outsourced partner’s employee coaching framework and capabilities Often times in the outsourcing world, the business reviews are filled with strategies, roadmap and other higher level discussions leaving the actual agent performance…

Strategic call center offshoring model, Do you have one?

Offshoring is an integral part of volume mix strategy in any high volume customer service organization. However, does your organization have a long-term offshore-onshore strategy defined in line with your organizational and customer ecosystem balancing a healthy offshore-onshore mix? Do you have a logical segmentation that defines your volume mix? Are you able to articulate…