I did a little experiment this weekend. Every time I made a retail purchase, I kept the receipt to see if it had an incentive for me to take a survey about my experience. I have 6 receipts, and everyone is asking me to take a survey. I wonder why companies are surveying their customers, and what they are doing with survey findings? What’s your opinion?May 1, 2012Q&A
Can you provide some advice about agent desk sharing? Can this practice work in call centers? If so, what’s the best process to use to introduce and implement call center agents sharing desks?April 6, 2012Q&A
What are the most common “vital few” key performance indicators (KPIs) that I should use for my technical support center?March 12, 2012Q&A
Recently I’ve heard quality assurance programs and processes being referred to as “analytics- enabled”. What exactly does this mean?February 13, 2012Q&A
The management team is implementing a desktop analytics solution in our contact center. As a supervisor in the area, I am hearing a lot of negative “big-brother” type remarks from agents about desktop analytics. How can we better prepare the agents for this implementation and assuage their concerns?January 5, 2012Q&A