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    Entries in call center (4)


    Outsourcing Cartoon of the Week 9/24/2012: Consistency

    CLICK TO ENLARGETough to remain unbiased in the face of self-assessment. Nothing surprising there to anyone, but its something you can find in practice nevertheless.


    Cartoon of the Week 5/28/12: Insecurity

    CLICK TO ENLARGEThere is Mother Nature and then there is Human Nature -- both powerful forces to contend with. I have seen this kind of outcome when exhaustive security measures encounter those simply trying to do their work. Agent desktops can have 30-40 applications requiring separate logins. Few of us mere mortals have a memory like that -- so guess what? A list is kept somewhere and hopefully not in plain sight


    Cartoon of the Week 5/21/12: Empowerment

    CLICK TO ENLARGEThis one I owe to Kate Nasser's excellent blog post about treating your service reps like ADULTS here: It inspired some personal re-thinking around the measurement/empowerment balance and a bit of humor as well.


    Cartoon of the Week 5/7/12: Handle Time

    CLICK TO ENLARGEAn over-emphasis on metrics vs. customer experience can bring undesireable results as illustrated here. The proper balance between efficiency and CSAT is a difficult one to find and what separates quality delivery and leadership from the rest.