Leadership Blogs

Always Leave a Place Better Than You Found It

A childhood memory is etched in my brain. After spending a couple weeks at a friend’s cabin, we spent several hours on the final day cleaning. By cleaning I mean emptying trash, dusting, sweeping, vacuuming, washing the linens, cleaning toilets,...
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quality_monitor

5 Considerations for Creating a Multi-Channel Quality Management Form

This article was originally published on the MaestroQA blog on June 6, 2019. Click here to read the original post. If you had to choose, what would you say are the absolute most important items on your quality form? As...
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FCR Solutions Spotlight: 5 Emerging Technology Systems and Updates from Q2

Looking back on quarter two, the nonstop movement in the contact center technology space continues. My latest review of the updates and technologies I’ve seen over the past quarter covers a variety of areas including quality assurance and speech and...
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confused

Setting the Record Straight on CSAT, NPS, and CES

Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?” To summarize, the author of the article listened to earnings calls for 50 S&P 500 companies in 2018...
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bestpractice

6 Best Practices For Optimizing Zendesk

One of the cool things about working in outsourced customer service is the opportunity to learn about a wide variety of industries, tools, and technologies. One tool we work with quite often is Zendesk, an omnichannel customer service platform in...
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surprised

Hiring for Culture: There Should Be No Surprises on Day One

This article was originally published on the ICMI blog on May 13, 2019. Click here to read the original. Picture Adam Sandler in The Wedding Singer when his ex-fiancee explained why she left him at the altar the day after...
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copypastetext

Learning to Speak the Language

Thinking back on my first customer service job, our entire training manual was five pages. Yes you read that correctly — 5 pages! So basically we had zero training. At the time we did email and phone support which meant...
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eatingdinner

3 Lessons Bill Murray Teaches Us About Customer Service

I have a confession. I love scrolling through the “Documentaries” genre on Netflix typically looking for some good historical and/or biographical entertainment. On a recent stroll I stumbled upon “The Bill Murray Stories: Life Lessons Learned from a Mythical Man.”...
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qualitygauge

So You Need a Quality Application? Consider These 7 Things

Let’s get real for a minute. How are you currently tracking quality for your customer service team? At the enterprise level there are some incredible tools out there using machine learning to grade calls for you. But if you’re a...
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maxvalue

4 Tips to Get Value From Contact Center Quality Scores

This article was originally published on CustomerThink on April 3, 2019. Click here to read the original. I have two scenarios for you regarding contact center quality assurance. In the first, imagine a manager or supervisor listening to a phone...
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We-Want-Feedback

What’s Feedback?

Not too long ago it was breakfast time in our house and my 7-year-old was sitting at the counter, eating a bowl of Cheerios, and apparently studying a box of Legos he had purchased with some birthday money. As he...
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balancing

Quality, Productivity, and Striking the Right Balance

This article was originally published on the ICMI Blog on March 19, 2019. Click here to read the original post. When I say “metrics” what’s the first thing that comes to mind? If your answer is spreadsheets and dashboards packed...
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