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, low morale and people doing the bare minimum required....
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 looks as productive as possible to senior management. However, if you mask serious resource deficiencies or process problems,...
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. You’ll need to focus on a service level objective that your center can realistically achieve. Once...
