March 14, 2008 | Author: Andy Green In Search of the .400 Agent We’re delighted when we have a great customer-agent experience and left questioning our faith in humankind when we don’t. Coaching, training and metrics monitoring can all help boost agent performance. But is there a price to pay for improving agent behavior? Contact center managers should look to major league baseball and its experience shaping batting averages for an answer.
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March 12, 2008 | Author: Zack Taylor Spring Training Baseball's spring training began a few weeks ago with teams reporting to camps all over Florida and Arizona.
One of my favorite pastimes during this season is to watch the averages of the players – especially those who are on the edge of making a major league roster. Because they’re generated in such a short period of time, amazing statistics can be deceiving. This makes it difficult for managers to assess the validity of these performances over the long term and determine which players make the final cut. More >> Permalink | Comment Now >>
January 25, 2008 | Author: Zack Taylor In Uncertain Times, Do Certain Things The events in the financial markets these last few days certainly bring to mind one metaphor – a rollercoaster – as actions by the US Federal Reserve and other global entities target the current volatility. More >> Permalink | Comments (2)
A friend of mine told me a story about his travels to a faraway country. Apparently, there was ongoing trouble with rats in parts of the city he was visiting. More >> Permalink | Comment Now >>
About The Blog
"The Blog" was created to lead the conversation on the future of customer service. Our goal is to inform and inspire, providing insights that challenge our community to think outside of the contact center walls. With topics that are both high concept and highly applicable, The Blog not only brings you the customer service thinking of tomorrow – it offers insights you can put to work for your business today. Welcome to The Blog.
