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...
5 Secrets of Accurate Scheduling in Today’s Contact Center
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...
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...