Newsroom

24
Apr
2014

You Don’t Build a Church for Easter Sunday: A Good Lesson for Contact Center Capacity Planning

You Don’t Build a Church for Easter Sunday: A Good Lesson for Contact Center Capacity Planning

At the time of the Easter holiday, I happen to be working on forecasting and workforce planning and site planning for a new contact center operation and am reminded of a favorite quote from a former client. We were going through an exercise similar to my current project at the [...]

25
Jun
2011

Saving the Sale

Saving the Sale

Call me a sucker, but I saw an internet advertisement for a free sample of a dietary supplement that I wanted to try and I went for it…knowing that I had to give my credit card number and if I didn’t call them to cancel, they were going to start [...]

11
Jun
2011

Effective Call Routing Equals Faster Service for Customers and Lower Costs for Companies.

Effective Call Routing Equals Faster Service for Customers and Lower Costs for Companies.

It was that time of year…I received the annual “escrow analysis statement” from my mortgage company. For customers in many states who choose to have their real-estate taxes impounded and paid by their mortgage company, this is the statement that shows their forecast of disbursements from these impound accounts, for [...]

29
May
2011

Welcome

Welcome

Welcome to my customer experience blog. Here I write about the kind of experiences we all have as customers every day. Some of them are good, some are bad. Regardless of that, there’s always a lesson to be learned…either from what an organization did that resulted in a good experience, [...]

28
May
2011

Everybody Wins When You Offer Customers a Choice

Everybody Wins When You Offer Customers a Choice

On a recent trip to the Boston area, I was lucky enough to get a low rate to stay at the Le Meridién hotel in Cambridge, Massachusetts. As I was settling into the room, I noticed a card advertising a program they’re offering. The program offered me the option of [...]