RSSRecent stories in "Operations Management"

post thumbnail

Decrease Attrition Through Training Done Right

While training is a top 2016 priority for contact center managers, a recent study finds that the type and frequency of training that most contact centers are planning will not adequately address the top call center challenge—staff attrition. Regular, planned training that balances process and behavioral skills, reinforced by a certification program, will not only […]

post thumbnail

The Profession Of Contact Center Management

How many of you reading this chose contact center management as your career? Like many of you, I “fell” into this industry. I had just graduated college, was willing to take pretty much any job I could find, and landed at a company that had recently launched a large call center. Back then, simply having […]

post thumbnail

A Better Way To Measure Success In Your Contact Center

Metrics have always been a staple of the contact center industry. Most leaders are never far away from a report or dashboard with historical or real-time data. In my role as consultant, I have the opportunity to engage with many industry leaders and discuss the value of metrics and analytics in the contact center. During […]

post thumbnail

Conversing Or Transacting?

Contact centers come in all shapes and sizes. We have different ways to define them—sales vs. Service, virtual vs. brick and mortar, small vs. large, etc. To that list, I would like to add one more—conversational vs. transactional. “Visually, a transactional call looks like a straight line, while a conversational call has a number of […]

post thumbnail

Digital Customer Care

“A fundamental element of providing an excellent customer experience is making it easy for customers to get their questions answered through whichever means they prefer.” While consumers may prefer the human touch when it comes to complex transactions, study after study has shown that they increasingly seek the ease and convenience of digital and social […]

post thumbnail

Contact Center Challenges And Priorities

In late 2015, we conducted a simple survey that received input from 277 respondents on two fronts: the biggest challenges today and top priorities for 2016. Participants could identify three of each, with no ranking. Input came primarily from contact center leaders (65%), along with support analysts (10%), IT (8%), supervisors (7%), consultants (4%), and […]

post thumbnail

Doing More With Knowledge Management

KNOWLEDGE MANAGEMENT (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among a core of seasoned customer service representatives yet struggle to find ways to disseminate, update and use that knowledge effectively. Others have made investments in KM technologies but failed to make the tools appropriately accessible, […]

post thumbnail

The Future Is Here

It’s starting to feel like we are living in a science fiction movie. Technologies that used to exist only in the movies and comic books are becoming a reality. It’s kind of weird, exciting and scary—all at the same time. In the past, we had the luxury of time to adjust to changes in the […]

post thumbnail

Tools To Drive An Empowered And Engaged Front Line

There is probably no area of the company where it is more critical to have highly engaged employees than customer-facing functions. Customer care staff who feel committed to the company’s vision and values, and have a deep sense of ownership over their work, consistently deliver world-class levels of service. They are also more willing to […]

post thumbnail

Proactive Do’s And Don’ts

In many contact centers, proactive contacts seem to function as “filler work”—an activity that gets done when there is some down time (which, of course, there never is). That’s unfortunate, because proactive work is one of the few ways we have to really change the culture and the prevailing attitudes toward contact centers. It’s a […]

post thumbnail

How are Middle East Call Centres measuring up?

Benchmarking has long been the preferred method of determining relative performance of contact centres, but now it’s being taken to a new level with the latest on-line tools.