This post is inspired by two presentations I’ve seen recently.  One from Julie at Carnival Cruises, the other from Dave at Sunderland City Council.   They featured very differing content, but both of them really showcased an area I hadn’t paid much attention to before – the negativity of the language used within contact centre measurements.

 We talk about

  • Attrition
  • Absence
  • Missed calls
  • Abandoned calls

 Why not focus on the positive aspects of what we do, and switch that around to talk about

  • Retention
  • Presence
  • Calls answered
  • Successful calls

 It might seem a small thing to be worried about, but its a part of turning contact centers around to something that organizations believe in.