Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent...
Read More >>>Tag Archives: Call Center Management On Fast Forward
Cultivating Effective Communication, Part 2
This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop...
Read More >>>Cultivating Effective Communication, Part 1
Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion,...
Read More >>>You’re Lookin’ (Too?) Good…
Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center...
Read More >>>Service Level: Realistic Targets, Taken Seriously
If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level....
Read More >>>Building Brand Engagement with Multichannel Services
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 >>>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 >>>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 >>>Common Causes of Turnover
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 >>>Strategy Drives Structure
Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access...
Read More >>>Adherence to Schedule Tips
Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to...
Read More >>>