Have you ever had someone say something to you and you think, “Well, of course! I knew that!”? That’s been my very good experience repeatedly today.
I am attending the Contact Center Conference sponsored by the Contact Center Association this week (www.contactcenter2013.com). Day one is all about site tours. This is a wonderful opportunity to see other contact centers, listen to their leadership share their experience and best practices, and be reminded of things you might have known but forgotten. I’ve been walking around all day hearing all kinds of good things that I want to remind you of. They’re fundamental to the work we do but in the daily frenzied routine, sometimes we forget. Here are the top 5 things I was reminded of today.