Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication. However, if errors and...
Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook. There is something powerful about consistently...
This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal and Informal Channels of Communication. Effective leaders cultivate both formal and informal...
Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion, low morale and people doing the bare minimum required....
