10 Things Senior Leaders Should Know About Contact Centers

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top. And a prerequisite to getting necessary support is that senior level managers understand the unique contact center environment – what they do and …

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Boosting the Strategic Value of Customer Interactions

One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will secure adequate funding, and will facilitate the means to attract the talents required. And it …

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Managing a Contact Center: The Immutable Laws

For contact centers to deliver great service they need to get the right resources in the right places at the right times. This is no easy task. I recently created a course for Lynda.com on Managing a Customer Contact Center. In this succinct course, you’ll learn what makes contact centers so complex, how to implement a solid planning framework, and …

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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 strategy. For example, I recall helping an insurance company with agent group “consolidation.” Their sales team would sell an account to a major client and, if pressed by the prospect, would agree to provide a …

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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 handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1. Educate each person on how much impact he or …

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