Look at any major organisation’s vision and mission statements and you will almost certainly find the term ‘world class’ buried somewhere within these shining beacons of staff and client motivation.

When you look at the aspirations of customer contact centres within these organisations, ‘world class’ is also frequently on the check-list; yet so often the reality falls woefully short of the dream.  The question is, does this need to be an aspiration at all? (more…)

We all measure the number of calls answered in 15 seconds, and the amount of wrap-up time.  Why?  Because they are easy to measure.

Richard Snow’s research indicates that they may have gone past their sell-by date. (more…)