Call Center Management On Fast Forward

The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process  

Feb 23, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how...

The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics

Feb 12, 2016 | Call Center, Contact Center, Customer Service, Leadership, Research/Statistics

Contact center measurements are plentiful and it’s easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common: They focus on a relatively small number of measures and...

The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process

Feb 2, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Workforce Management

Effective planning is a central theme in the best contact centers. A major objective of good planning is to get the right number of skilled people and supporting resources in place at the right times, doing the right things. But systematic planning accomplishes more...

The Best-Managed Contact Centers: #4 – They Build Plans and Services around Evolving Customer Expectations

Jan 20, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership

One of the most critical — and difficult — aspects of managing a contact center in coming months and years will be to provide services that satisfy changing consumer demands. Those who fall behind will pay a brutal price: dissatisfied customers, insufficient support...

The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success

Jan 12, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that you don’t see every day at Virgin Mobile’s Customer Care center. Nintendo has a break room (yes, with video games) that puts most others to shame....