Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred...
Read More >>>Tag Archives: Call Center Management On Fast Forward
Keeping Up with Customer Service Developments
The Contact Center’s Role in Building Self-Service Channels
Many organizations are learning firsthand that contact centers can play a central role in encouraging...
Read More >>>New Technology: Leadership Is Essential
New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach,...
Read More >>>Customer Strategy and Management Podcasts
If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics...
Read More >>>Make the Most of Changing Customer Expectations
How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are...
Read More >>>Focus on What Really Matters
To many, optimization is synonymous with driving costs out of the business — moving contacts to lower-cost channels (self- service, etc.), reducing human contact with...
Read More >>>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 >>>Transform Knowledge into Intelligence and Support
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 >>>Agent Performance Standards: Keep It Simple
In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted...
Read More >>>5 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 >>>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...
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