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 the customer, and driving down handling times. “This is all wrong,” says consultant Mary Murcott in her book, Driving Peak Sales Performance in Call Centers. “This is not optimization; this is driving a distorted view …

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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 been convincing clients to lower service level objectives because their scatter diagrams demonstrate minimal correlation between overall service level and customer satisfaction results. The effort to understand how specific activities and measures influence overall results …

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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 on customers, products, services and processes — information that, when captured, identified, assimilated and turned into usable knowledge, can literally transform an organization’s ability to identify and meet customer expectations and demands. The benefits can …

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