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Posted Mon 19 May 2008 @ 9:10 a.m. by Sarah

As a contributor to Mouthpiece I’ve shied away from dissing contact centre agents, having been of the opinion that there is plenty of that going on in other media and we’re about supporting the profession. But over the weekend I was told an anecdote at a social occasion which led me to consider just about how much power the humble agent has. Because if it’s true that a manager is only as good as his or her staff; then senior management needs to realise their brand’s reputation is only as good as...

Categories: Leadership | Recruitment and HR

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Marketing struggles to be heard in the boardroom too

Posted Thu 15 May 2008 @ 4:24 p.m. by Sarah

One of the issues contact centre managers struggle with is how to get the ear of their company's CEO and its board. So I couldn't help but smile when, in the latest issue of NZ Marketing Magazine, chief executive of the Marketing Association Sue McCarty mentioned boardroom buy-in was a hot topic at a recent US conference run by The Economist."There was a lot of talk about the challenge of getting marketing into the boardroom and the language and approach senior marketers need to adopt in order...

Categories: Events | International | Leadership

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80/20 – why is this the ubiquitous metric?

Posted Tue 13 May 2008 @ 8:47 a.m. by Sarah

If there is one metric that appears to be universal it’s the target 80/20 – that is 80 per cent of all calls answered within 20 seconds. I was reminded of this while reading a summary report on the Telecommunication Dispute Scheme, which mentioned the Scheme’s administrators had exceeded this telephony target. But why is 80/20 such a ubiquitous metric? Where did it come from? This was a question that came up at the Contact Centre Conference workshop on metrics and then, just last week, a very...

Categories: Benchmarking | International

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Clarity, Specificity, Brevity, Power of the pause – Conference 08

Posted Thu 1 May 2008 @ 9:57 a.m. by Sarah

As a delegate, the success of a conference can be measured by the number of tools that you take back to your workplace the next day. So it was rather good of keynote Kare Anderson to provide so many 'take-home' in the first session on day one of the TUANZ Contact Centre Conference 2008. Her insights into how we communicate and how those at the coalface of customer service can ensure they make a good – and lasting – impression, were extremely valuable According to Kare, there are four ways to can...

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