BY BRUCE BELFIORE | September 29, 2017 Security breaches in the contact center environment can be enormously expensive and damaging, so it is worth real money to approach these matters the right way. It is important to foster a strong security culture ...
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You may have seen the clever ad about the young German Coast Guard officer who receives a Mayday call from a British ship that is going down. “We’re sinking, we’re sinking!” yells the Englishman. The German calmly asks: “Vat are you sinking (thinking) about?” ...
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More and more contact centers are part of multi-national enterprises. Either as a result of organic growth, or as a result of trans-border mergers, contact center managers are increasingly part of a polyglot corporate community. However, most managers live in ...
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I consider First Contact Resolution (FCR) the “magic metric” for call centers, because it has impact on both quality and costs. Thus, when you take steps to improve it, you add value to your enterprise, both in terms of loyalty and bottom line. Most managers ...
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Ok. Here’s my bid for a Nobel. One of the macro questions for the customer contact industry is: “Does a robust customer contact industry correlate with higher economic growth?” The implications of this question are enormous. If such a relationship can be ...
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“If you chuck away too many things, you end up discovering there was value in them.” This quote from Prince Charles is a warning to our sector. The customer contact industry is prone to vogues just like any other. Several years ago it was fashionable to be ...
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Mobile is seen as a big challenge by most of the contact center industry - - and rightly so. However, it also offers some wonderful opportunities, one of which is aimed squarely at your collections function. Traditionally, a right party connect has required ...
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There are literally thousands of contact centers that are on (or over) the cusp of needing advanced workforce management systems. Continuing to spreadsheet your workforce needs as your center grows and becomes more complex may seem like a thrifty thing to do ...
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Do you know what your true cost of turnover is? When I ask this question to groups of call center managers, few raise their hands. Yet it is important to know how much it costs to recruit, on-board and train agents for two main economic reasons: a) turnover ...
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Do you know what your average cost per call is? If not, you should make the effort to compute it. It is a key metric because important decisions should take it into account, including staffing decisions. Consider one center that had an abandon rate of 6.5%. ...
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We hear a lot about “big data” - - but what has it done for you? For many, the answer is “not much”…yet. However, recently concluded research results indicate big data may help you hire better in the very near future.
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