RSSRecent stories in "Kathleen’s Corner"

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All About Ease

The 1950 movie “All About Eve” starring Bette Davis is a “backstage” story revolving around an aspiring stage actress named Eve Harrington. Tattered and forlorn, Eve shows up in the dressing room of Broadway mega-star Margo Channing and tells a melancholy life story to Margo and her friends. Margo takes Eve “under her wing,” but […]

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Flying By The Seat Of Your Pants

The Flying Irishman” was a movie made in 1939 about a pilot who came to be known as “Wrong Way” Corrigan. Douglas Corrigan was an ambitious, and some might say, crazy Irishman with a plane that lacked “luxuries” such as instruments and a radio. (It did have a compass.) In 1938, when Corrigan submitted a […]

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Dear Santa … from the Contact Center

Dear Santa, I have been a very good Contact Center this year, so I am writing to let you know what I want for Christmas. I bet that many other good Contact Centers want the same! First of all, could you bring some nice new chairs for my agents? The frontline folks sit in their […]

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GARBAGE IN, GARBAGE OUT…MAKES CONTACT CENTER MANAGERS WANT TO SHOUT!

Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had an Oscar the Grouch Halloween costume! During that period, I would sometimes borrow the mask to alert the family to an emerging “grouchy” condition. The funny thing was that, once I actually put on the […]

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Customer Experience throughout the Enterprise … Proportion and Perspective

Perspective – A particular attitude toward or way of regarding something, a point of view Proportion – Adjust or regulate (something) so that it has a particular or suitable relationship to something else “Proportion and perspective” is a two-word phrase I picked up recently while engaged in a drawing class. Drawing is something I do […]

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Auld Lang Syne … What to Leave Behind?

Another year has just ended. Some of us will have raised glasses and voices as 2013 turned into 2014, and heralded the new year in to the chorus of “Auld Lang Syne.” How did this tradition begin? I consulted the Internet and discovered via ABC news that “despite its strong association with New Year’s Eve, ‘Auld […]

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Death by Management … R.I.P. Customer Experience

The Customer Experience has long been on the tongue of senior management as a primary strategic objective and a market differentiator … rightly so. Companies able to deliver on the experience enjoy multi-dimensional benefits such as positive word of mouth, loyalty, and profitability. Organizations achieving success in this arena have many things in common. They […]

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The Simple Act of Recognition

I read recently about a Japanese study whose findings were that “compliments can help improve student and employee performance as much as monetary rewards.” Researcher Norihiro Sadato stated that “to the brain, receiving a compliment is as much a social reward as being rewarded money.” This is yet another indication that the simple human connection […]

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When My Old Best Practice Was New

My father often sang a song to my mother entitled, “When Your Old Wedding Ring Was New.” The lyrics went something like …”I remember with pride how we stood side by side; what a beautiful picture you made as my bride.” The essence is that while time has passed the ole’ love machine is still […]

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Offense or Defense … Where Do Your Skills Take You?

Although football season is over, the game’s basic functions provide a reasonable context for evaluating the inner workings of your Customer Care communication approach. To effectively apply these functions, we must understand what they are. The team charged with carrying the ball down the field to score plays offense. Defense attempts to prevent offense from […]

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Plan and Measure = Pleasure!

Like all humans, Contact Center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing avoid PAIN! I think I have a PLAN to accomplish this mission.

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Here’s What I Can Do Now …

Let’s get right to it … Vocabulary is a key player when it comes to Customer Care. Choosing the best rapport-building words and phrases contributes to the efficiency of the contact, the CSR’s confidence, and the customer’s experience.

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Lighten Up … The Magic of Leadership Levity

This is my brief end of year message to all of us in the Customer Care/Experience/Service business … Lighten up! I am strongly recommending taking a good, long, hard look in the mirror and asking yourself, “Do I need to lighten up? Does my organization need to lighten up? Have levity and wit taken their […]

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Customer Experience … The STRA-TACTICAL Approach

Customer Experience strategy has been cited by executives in multiple surveys as “very important or critical.” This is the case for 90 percent of respondents to a 2010 Forrester survey and 80 percent in a Gartner survey. Eighty percent of executives surveyed also want to use Customer Experience “as a form of differentiation.”

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Which Is It … Supervisor or Super Agent?

Contact Center Supervisors are the first tier of management at the front line of the Customer Experience. But are they REALLY Supervisors or simply Super Agents? Webster defines Supervisor as “one who is in charge of a particular department or unit.” Are your Supervisors really “in charge?”

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What Is A Quality Call And How Do We Know When We Have One?

Quality is more than what happens within a phone call in today’s Contact Center, although certainly the call continues to be a major communication channel and a significant player in designing the Customer Experience. That said, we must continually ask ourselves, “What is a Quality call and how do we know when we have one?” […]

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Are You Using 20th Century Solutions for 21st Century Problems?

We are in the 21st century. This is not news to anyone I’m sure; although if you watch Celebrity Apprentice you may have witnessed two contestants debating the statement. It was embarrassing to watch … as is so much of reality TV. Anyway, I believe there are many examples in business these days that point […]

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The Ball Is in Your Court

The quality of your customers’ experience is in your hands. Improve your game by defining and delivering on the critical elements.