Agent Performance Standards: Keep It Simple
In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out. Yes, if...
Transform Knowledge into Intelligence and Support
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,...
Building a Good Culture
Don’t Forget the Oboes
A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction. For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter...