By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company. Consider the value when the contact center: Helps operational areas or...
The Measures Every Contact Center Should Have By Brad Cleveland These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of...
We are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready? Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s...
(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often begin as marketing initiatives or as the responsibility of newly established...
First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses...
Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella. This is causing enormous internal structural change that involves IT, HR, marketing, operational areas – and virtually every other department. ...
