As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input...
Read More >>>Category Archives: Contact Center
Building a Good Culture
Don’t Forget the Oboes
A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction. For example, some consulting organizations have...
Read More >>>Focus on What Really Matters
In recent years, there has been a lot of attention on contact center “optimization.” To many, optimization is synonymous with driving costs out of the...
Read More >>>Mobile Customer Support
Perspective on First-Contact Resolution
First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer...
Read More >>>7 Rules of the Road for Recruiting and Hiring
Educate and Engage: Strong Relationships Matter
Gina Szabo once relayed this story to me and gave permission for it to be published in Call Center Management on Fast Forward. Although certainly...
Read More >>>Secrets to Better Scheduling Results
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for...
Read More >>>Motivation and Engagement: Your Leadership Matters
Tighten Up Your AHT Projections
Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for...
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