Office gossip
Humans gossipped before we figured out fire, housing or farming. It’s built into our culture and possibly our DNA. Gossip informs culture and can influence connection and hierarchies. And in many communities, it’s destructive. If office gossip is benefitting you and the people you work with, good for you. But if office gossip is leading […]
How to Calculate Schedule Adherence in the Call Center
Scheduling is vital to any call center leader’s job – down to
The post How to Calculate Schedule Adherence in the Call Center first appeared on Fonolo.
The practice effect
There are two kinds of skills, resources and tools: Ones that get used up as you use them. And ones that get better when you do. Nobody wants there to be a crowd at the ski area on a bluebird powder day–too many people use up the new snow. On the other hand, it’s no […]
Winners announced for US Customer Experience Awards 2022
The inaugural edition of the US Customer Experience Awards, organised by Awards International, announced the winners for this year’s program. The first-ever edition of USCXA® brought together leading businesses from across Europe to share the most remarkable achievements in customer experience. Top companies and organisations participated in this premium program, competing for the most coveted accolades in customer…
The post Winners announced for US Customer Experience Awards 2022 appeared first on Customer Experience Magazine.
“Do you have a plan?”
First, let’s agree that there’s a problem. It may be that I think we’re facing something serious, something costly, something urgent–and you don’t. We can have an honest conversation about the problem without worrying about whether there’s an easy or certain solution. We can also have a conversation about whether it’s a problem (problems have […]
Customer support metrics to inspire action
Hello Friends, I’m an ex-Apple & ex-Google Founder. I’m excited to be here to learn from y’all and contribute to this community.
I’ve published an article on ‘Support metrics to inspire action‘ to ensure customers are successful on the support side. This post covers a list of support metrics (quality, efficiency, and correlation to top line) and ways to share the metrics. Please let me know your feedback, I’d love to hear from y’all 🙂
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3 Call Center Quality Monitoring Best Practices
Steve Jobs once said, “Be a yardstick of quality. Some people aren’t
The post 3 Call Center Quality Monitoring Best Practices first appeared on Fonolo.
Significant hurdles
If your plan, your idea or your art doesn’t involve any significant hurdles in moving forward, it’s probably not worth that much. If it were easy, everyone would do it. The tactic is to seek a path where you see and understand the significant hurdles that kept others away. And then dance with them. They’re […]
Who is the new ‘Workday Consumer’?
Advertisers pride themselves on knowing their customers. But what happens when their customer is suddenly not where they expected? As work and school shifted online during early stages of the pandemic, advertisers had faced this exact scenario and were initially slow on the uptake. While consumers faced the convergence of their work and personal lives,…
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