Call Center Management On Fast Forward

Strategy Drives Structure

Sep 7, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Organization and Culture

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group...

Adherence to Schedule Tips

Sep 1, 2016 | Call Center, Contact Center, Customer Experience, Customer Service, Organization and Culture, Quality Management, Workforce Management

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you...

Agent Performance Standards: Keep It Simple

Aug 23, 2016 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management

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

Aug 17, 2016 | Call Center, Contact Center, Customer Service, Leadership, Quality Management

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

Aug 11, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos