Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred calls and lower service levels/response times; the need for more coaching and supervision;...
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,...
As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources that range from social posts to surveys to operational metrics. So, which issues do you tackle first? To learn...
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way. Recently, I was reminded of...
