The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission

New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers. The best contact centers identify the technologies that further the mission of the organization, and they implement them with the necessary foresight, planning and training. They also recognize that an important (according …

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The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process 


Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact centers operate. Recognize the process to be where most quality problems occur — and also where the opportunities …

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Establishing an Overall Objective for Quality Service

Is it a good idea to establish an overall measure of quality service? I believe so, but there are some cautions, and some traps to avoid. Learn more about how to best choose an overall objective in the video below from my LinkedIn Learning course “Quality Standards in Customer Service.” Establishing an overall objective from Quality Standards in Customer Service …

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