Key Hole View or Key Performance Measurement?Metrics Based Performance Management Drives Call Center Success
Are your contact center operations a success? Are your agents delivering the outcomes that make the center a strategic resource for the organization? ...
Cost Management: Busting The Top 5 Myths
Myth 1: Cost to serve is the call center’s responsibility.
Truth: There are often problems that manifest in the contact center but have originated upstream – for example changes to policies ...
Churn: Busting The Top 5 Myths
Myth 1: I’m using all of the data we have available to us to study churn.
While most companies believe this to be true, they’re only thinking about their structured ...
Sales Effectiveness: Busting The Top 5 Myths
Myth 1: All the information I need to understand and improve our sales rates is available from the order system.
The order system is great for structured data such as whether ...
Compliance: Busting The Top 5 Myths
Myth 1: My manual audit team’s efforts are good enough.
Having a manual audit team is a start, but the reality is that they are only able to monitor a very ...
Customer Satisfaction: Busting The Top 5 Myths
Myth 1: I know where I stand on customer satisfaction because I’m doing surveys.
Surveys have many limitations and flaws as outlined in this blog. They are taken from a very ...