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...
Sometimes within an organization, there’s resistance to quality standards. Why is that? They’re a good thing, right? Dig a little deeper, and we’ve found there are several common misconceptions that can hamper their development and use. This video...
For some contact centers, summer is a slower time of year with fewer customer contacts. If that is true for your center, you might take this time to think of ways to strengthen your center for busier days to come. Several months ago I wrote an article titled “15...
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential....
