Sunday, 22 June 2014

10 Things Senior Level Managers Must Know About Contact Centers

My last two posts have been about sharing my own Top tips, in case you missed here they are again -



Here is Brad Cleveland sharing his,

  1. CONTACT CENTERS ARE BECOMING MORE COMPLEX.
  2. CONTACT CENTERS ARE INCREASINGLY IMPORTANT TO THE ORGANIZATION'S SUCCESS.
  3. CONTACTS “BUNCH UP.”
  4. THERE'S GENERALLY NO INDUSTRY STANDARD FOR ACCESSIBILITY.
  5. THERE'S A DIRECT LINK BETWEEEN RESOURCES AND RESULTS.
  6. WHEN SERVICE LEVEL IMPROVES, "PRODUCTIVITY" DECLINES.
  7. YOU WILL NEED TO SCHEDULE MORE STAFF THAN BASE STAFF REQUIRED.
  8. SUMMARY REPORTS DON'T GIVE AN ACCURATE PICTURE OF WHAT'S REALLY HAPPENING.
  9. QUALITY AND SERVICE LEVEL WORK TOGETHER.
  10. TO FULLFILL THEIR POTENTIAL, CONTACT CENTERS NEED SUPPORT FROM ACROSS THE ORGANIZATION.