Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different backgrounds” in this profession.
Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfaction and loyalty, and strategic value. This podcast is also available as an...
Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and processes).
Here, Brad discusses how call center strategy and management is (and isn’t) changing. This podcast is also available as an article: Have Call Center Fundamentals Changed?
