For contact centers to deliver great service they need to get the right resources in the right places at the right times. This is no easy task. I recently created a course for Lynda.com on Managing a Customer Contact Center. In this succinct course, you’ll learn what makes contact centers so complex, how to implement a solid planning framework, and how to maximize quality and performance.
One key aspect of managing contact centers well is understanding the immutable laws that are at work. These are aspects of contact centers that cannot be changed. Knowledge of them will help you determine the most appropriate metrics, communicate important trade-offs and shape an organizational structure that works well.
Here is an excerpt on “The Immutable Laws.” If you enjoy this excerpt, consider viewing the entire course “Managing a Customer Contact Center“.