Bruce Belfiore
Recent Posts
By Bruce Belfiore | February 29, 2020 COVID-19, more commonly referred to as the Coronavirus, is spreading rapidly as I write this in February, 2020. As a result, there are contact center managers worldwide who are wondering what to expect and how best to ...
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BY BRUCE BELFIORE | September 12, 2019 The end of the year brings two budget items for most managers: Spending what’s left of this year’s budget Submitting (and advocating for) next year’s budget. For contact center managers these are important items, for ...
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BY BRUCE BELFIORE | September 28, 2018 Are you prepared for Customer Service Week? Customer Service Week is October 1-5, 2018. Find opportunities to bring forth stories and experiences about customers. Find powerful ways to get your colleagues to put ...
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Industry conferences are powerful when they allow you to make personal connections, hear compelling new concepts and send you home with your head full of ideas on how to improve your center. I will be attending numerous events this year, but two I am really ...
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Where Data Turns Into Action, Producing Measurable Results! This blog will be perky and pointed. There are some things in life you just have to do - - and you get a lot out of them. Benchmarking is one of them. True, some contact centers just seem to bump ...
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As the curtain rises on 2018, contact center managers should make resolutions to lead their operations to measurably higher levels of performance and preparedness for the future. Keep it simple or you will feel overwhelmed. Bring things down to three ...
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BY BRUCE BELFIORE | September 29, 2017 Are you prepared for Customer Service Week? Customer Service Week is October 2-6, 2017. Find opportunities to bring forth stories and experiences about customers. Find powerful ways to get your colleagues to put ...
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BY BRUCE BELFIORE | September 29, 2017 Security breaches in the contact center environment can be enormously expensive and damaging, so it is worth real money to approach these matters the right way. It is important to foster a strong security culture ...
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BY BRUCE BELFIORE | September 18, 2017 I know. It’s not exactly Independence Day or Christmas, but Customer Service Week (CSW) still deserves some thought and celebration. In the U.S. it comes between Labor Day and Thanksgiving, which seems appropriate. After ...
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BY BRUCE BELFIORE | September 6, 2017 I think it was college basketball legend John Wooden of UCLA who said “coaching is teaching.” So if you are trying to build your contact center team, channel your inner teacher!
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If you have an issue with agent motivation, it can weigh you down in really unpleasant ways. Going to work isn’t fun for you, interactions are strained and performance is low. Those poor or mediocre reviews of your center on social media sites don’t help ...
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Four Ideas to Help Retool Your WFM Planning for the Coming Storms I was struck by a report that tornadoes were spawned from a Hurricane in Texas. As if a hurricane is not already too much! The idea that a concentrated danger can be found within a broader ...
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Every contact center wants to deliver great customer service - - the kind of service that will boost satisfaction scores and contribute to loyalty. However, is this enough?
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“Motivation is the art of getting people to do what you want them to do because they want to do it.” Dwight D. Eisenhower
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Agent Turnover is costly and disruptive to call centers - - and it is going up as the economy improves. Our benchmark data over the last decade show that since 2014, agent turnover is heading back toward pre-recession peaks.
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