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...
Read More >>>Tag Archives: Call Center Management On Fast Forward
The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission
New technologies are not passive — they are changing customer expectations, causing reallocations of resources,...
Read More >>>The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process
Contact centers that consistently get the best results view the operation as a total process....
Read More >>>The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics
Contact center measurements are plentiful and it’s easy to get buried in information. The contact...
Read More >>>The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process
Effective planning is a central theme in the best contact centers. A major objective of...
Read More >>>The Best-Managed Contact Centers: #4 – They Build Plans and Services Around Evolving Customer Expectations
One of the most critical — and difficult — aspects of managing a contact center...
Read More >>>The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success
Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that...
Read More >>>The Best-Managed Contact Centers: #2 – They Have a Supporting Culture
Characteristic #2: They Have a Supporting Culture Culture — the inveterate principles or values of...
Read More >>>The Best-Managed Contact Centers: #1 – They Produce High Levels of Value
In some organizations, you can feel the energy as soon as you walk in the...
Read More >>>Strategy Drives Structure
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...
Read More >>>5 Secrets to Better Scheduling Results
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for...
Read More >>>Common Causes of Employee Turnover
Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred...
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