 Guest Blogger: Brad Cleveland, President, ICMI, and ACCE 2008 Speaker
This year’s ACCE conference comes at a particularly challenging and important juncture for those responsible for customer service and support operations: The same economic uncertainties prompting many organizations to cut costs are encouraging customers to shop around, explore options diligently, and – in ever-higher numbers – delve into user-generated feedback on companies, products and services. There has never been a more important time to provide customer services that are high-quality and cost-effective. And that takes know-how! |
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 Guest Blogger: Tom Farquhar, Consultant, Educational Services and ACCE 2008 Speaker
Existing customer accounts are hidden gold mines for strategic-oriented contact centers. |
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 Guest Blogger: Jim Grace, Senior Consultant, ICMI and ACCE 2008 Speaker
First Contact/First Call Resolution (FCR) has risen to the forefront of contact center performance metrics, causing centers to rethink (and revamp) how performance and success is evaluated. In his blog “First Call Resolution & Workforce Management: Why these topics will be critical at ACCE 2008”, Brad Cleveland, President of ICMI, highlighted some key lessons learned through implementation and administration of FCR and related metrics. There is no debating the merit of FCR as a powerful metric, but you must truly understand what the metric means, how to measure it, and the impact to your specific organization.
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 Guest Blogger: Drew Daly, Sr. Sales Director, World Travel Holdings, and ACCE 2008 Speaker
Without a doubt, the fastest growing trend within the business world is creating a virtual work at home solution. This is one area that I am personally very excited about. Throughout my career I have had the opportunity to test some techniques relative to managing and motivating remote employees. Over the years there was a lot of trial and error and the end result for my team and I are some pretty concrete Best Practices for leading Virtual teams. |
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 Guest Blogger: Lori Bocklund, President, Strategic Contact, and ACCE 2008 Speaker
There is a lot of doom and gloom about the economy and a variety of other topics out there if you want to find the bad news. I’m going to focus on the good news in this little blog, in the hope that it will get you to come to ACCE conference sessions – yes, even some technology sessions – with a positive outlook and an expectation that you will have fun learning!
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 Guest Blogger: Anne Nickerson, President, Call Center Coach LLC and ACCE 2008 Speaker
Supervisors are our unsung heroes of the call center. Supervising employees demands time, energy, commitment and skill. They are accountable to managers requesting better productivity, stakeholders wanting improved results, and employees asserting their needs and the customer, always, deserving more. |
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Guest Blogger: Carl Nelson, President, Cartoon Art Associates, toonblogs.com “To make a long story short.” Let’s be honest. In life we have all wanted, at some time or another, this power. |
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 Guest Blogger: Bruce Balentine, EVP, Enterprise Integration Group, and ACCE 2008 Speaker
It can get so complicated so quickly, can't it? Everywhere we turn, we have to glue together technology, business processes, internal practices, customer demands, and the workforce itself. We have the IVR and the web, chats and e-mails, computer-telephony, VoIP, voice biometrics and KBA challenges—whew! It never seems to end. And to make the discussion even more exciting, everything has to happen fast and can't cost any money! |
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 Guest Blogger: Jodie Monger, President, Customer Relationship Metrics, and ACCE 2008 Speaker
Poor survey practices not only rob your operation of vital information — perhaps even giving false or misleading information — they can jeopardize your credibility, as well. |
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Guest Blogger: Brad Cleveland, President, ICMI
First-call resolution (FCR) is becoming an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (e.g., repeat calls, rework, etc.) when issues are not fully resolved. |
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