If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve. Once...
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...
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...
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....
Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value. Find out more about the three levels on which contact centers can create value in a recent Lynda.com course video...
