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The first thing your contact center management team needs to do when sitting down to create an agent productivity metric is agree in principle about what this is all about. Following are four principles we believe will make your journey on the road to productivity a safer one.
Multichannel merchants could be doing a better job keeping tabs on their merchandise vendors, according to Curt Barry, president of operations consultancy F. Curtis Barry & Co. Specifically, Barry told attendees at the NCOF show in Las Vegas last month that more direct merchants should be using vendor scorecards.
Is click-to-chat a wise option for every merchant
Outdoor gear and apparel merchant L.L. Bean will furlough about 75% of its staff – all but 50 of its 200 workers – at the Bangor, ME-based call center starting in May, according to the Kennebec (ME) Journal/Morning Sentinel.
Many call center reps see themselves as order-takers or processors or helpers, not as salespeople, and they can be fearful–and in some cases, downright negative–about selling. So the approach of teaching reps to
What’s the AOV this week? How’s the AOV trending? When marketers start talking about average order value, I can’t help thinking of Garrison Keillor’s
You can do a few things to increase your average order value. But you
Does your company
The long-term success of any organization, and particularly a service organization such as a call center, depends upon continuous improvement. Most call centers have numerous measures of individual, team, and overall call center performance.
At almost every seminar I teach or attend I get asked,