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Part III: Implementing your Unavailable code policy In Part I, we discussed the importance of understanding the proper use of unavailable (often called AUX) codes. In Part II we discussed the necessity of defining them properly. Here in Part III we will discuss how to create a wonderfully successful program that will assist in implementing new and thriving...

I love apps. I might even be addicted to them. My favorite is a productivity app that helps me keep track of everything going on. My son is addicted to one designed as a game, but teaches spelling and problem solving skills. I can’t get him to put it down, even to play...

The customer landscape is changing ... are you ready? That's the topic of ICUC 2012... preparing for the changing customer landscape. We have four days of training, breakout sessions, keynotes (and a bit of fun) planned for the attendees at ICUC this year. It's sure to be the biggest and best ICUC yet! Following are a few...

3 Ways to Give Better Customer Service Customer service is changing all the time and you risk losing out if you don’t change too. While some customers simply want to reach a human on the other end of the line, others want to live-chat you for a quick answer or tweet you a question. Because of this, it’s...

Part II: Accurately Defining Unavailable (AUX) Codes As discussed in Part I, contact center agents are hired to be available to work handling contacts for complete shifts (whether 8 hours or otherwise). But during the average 8 hour shift, agents will quite commonly only be available and taking calls for about 5.5 hours. I have consulted with many...

When we hit rock bottom during the recession, we, the consumers of the world, were willing to allow companies to let customer service slide in a few areas. We all recognized that the companies we solicit were more concerned with keeping the lights on than keeping customers overjoyed with their experience. Fast forward a few years, and...

"What is one of the top areas of operational optimization that you would recommend we start with in order to get the maximum value for our efforts?" My answer always seems to be a surprise at first, but when we get into the reasons for my recommendation and I explain the successful outcome of several of my real-life...