The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process
Effective planning is a central theme in the best contact centers. A major objective of good planning is to get the right number of skilled people and supporting resources in place at the right times, doing the right things. But systematic planning accomplishes more...
The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success
Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that you don’t see every day at Virgin Mobile’s Customer Care center. Nintendo has a break room (yes, with video games) that puts most others to shame....
The Best-Managed Contact Centers: #2 – They Have a Supporting Culture
Characteristic #2: They Have a Supporting Culture Culture — the inveterate principles or values of the organization — tends to guide behavior, and can either support and further or, as some have learned the hard way, ruin the best-laid plans for organizational...
Building Cross-Functional Processes
Many centers have charged a person or a group of people with essential planning responsibilities, i.e., forecasting, staffing and scheduling. As a part of their job, they are given the task of collecting information required for these activities. But if they...