A new name, a new look, and a new focus has come to The HotLine. Re-launched as The HotLine Magazine, the new layout and graphics have strongly increased the accessibility of the articles and content. But the crucial difference is more fundamental. The focus has changed from optimizing center operations over to producing strategically significant, and sustainable, levels of contributions to overall corporate profitability. And the same needs to happen to the old role of Support / Service and the customer contact center. It's indeed time for something new.
What is the sound of no customers calling? Mikael's koan for the Customer Contact Center poses a challenge and offers an opportunity to CXO's and all levels of the support center management. But until you're ready to contribute to the visionary conversation, you're part of the problem.