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Time to Fire your Training Department?

  • December 24, 2015

Please stop me when this sounds familiar. A customer contacts your company, it goes terribly wrong with the representative, and of course you have to “learn from your mistakes”. So naturally, it’s time to find someone or something to blame so everyone else can feel better – you call it a post-mortem and almost every […]

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My name is Amas and I’m a Metricaholic!

  • December 24, 2015

If you have spent a day in corporate America, you know better than to even question the truism, “If you can’t measure it, you can’t manage it.” Apparently, the contact center industry decided to make this mantra a religion and worship at the temple of measuring every single thing. Almost every practitioner I meet feels […]

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It’s time to stop interrogating customers Part II

  • December 22, 2015

My disdain for customer interrogation is articulated here in an earlier post. There’s almost no value to anyone in these interrogations, if there is still a defense, it is that our security is at stake or is it. What you tell your customers is that interrogations is the only way to authenticate a customer who is on […]

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In Defense of Automated Systems (IVR)

  • November 10, 2015

As a customer I am always looking for the most painless route to get what I need from companies I do business with. While automated systems can get a bad rap, I have argued for years that automated systems (when built correctly) are usually EASIER than interacting with humans for many routine interactions. Last Thursday, […]

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