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Where’s the Customer in the “Voice of the Customer”?

Voice of the Customer (VoC) – a.k.a., Customer Experience Management – is a hot topic. After years of process initiatives to save a penny here, a nickel there, everyone is jumping on the VoC bandwagon...

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Technology-Enabled Service Excellence for Contact Centers

Technology is the great enabler of service excellence. It helps you present standard messages at agent desktops, identify opportunities for process improvement and training, monitor and reinforce...

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Four Levels of Contact Center Performance Management

Everybody wants to provide quality customer interactions. Unless you’ve got really deep pockets and unlimited resources from which to draw, you won’t be able to achieve performance management nirvana...

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Performance Management for Self-Service

It is rare to see centers conducting quality monitoring (QM) or capturing Voice of the Customer (VoC) for self-service. Once the applications pass their respective usability and functional tests, the...

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Make First Contact Resolution a Priority

As I work with contact centers across all sizes and vertical markets, I hear a consistent theme focusing on serving customers in excellence. So why aren’t more customers raving about their experiences?...

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Make Technology Your Agent’s Best Friend

Where have the simpler days gone? This is a common plea in the contact center. Self-service, an explosion of contact channels, varied customer needs, and a revolving door of product and service...

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A Picture That Paints 1,000 Words

It’s said a picture paints a thousand words. We help clients craft “elevator stories” about their contact centers (with associated visual images) so company leaders fully understand the centers’ value...

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Data Doesn’t Mean Much Without Analysis

As a contact center consultant, I visit lots of centers and examine mountains of reports. What repeatedly amazes me is all the effort put into getting data and preparing reports with little energy...

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10 Questions to Ask About Your Performance Management Tool

How would your contact center rate its Performance Management? Have you brought the right combination of people, processes, and technology together to identify and capitalize on opportunities for...

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No “Secret Sauce” to Sales Success

If you’re launching a new sales contact center or looking to bolster lead conversions in an existing center, it’s well worth the effort to institute contact center “best practices” to get the most out...

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