Contact centers have become the arteries of organizations, enabling customer care, retention, inbound and outbound sales, fundraising and donations, and direct response. So before a disaster threatens or strikes, take effective measures to protect your centers and the services they provide.
Everyone is struggling to do more with less
Without creating an environment where your employees feel valued and good about coming to work, you can’t hope to deliver a level of service that will build true customer loyalty.
Employee turnover is a fact of life in the contact center. The better armed you are with strategies the more effective you’ll be at managing it.
Mark Twain once said,
Screen pops are basically any technology, including interactive voice response (IVR), automatic number identification (ANI), or computer telephony integration (CTI), that presents corresponding data
You’ve heard time and again how consumers have more choices now than ever and have access to more information than ever. Technologies such as the Internet
What does it cost you every time you lose a valued employee? Have you considered all the factors (hard dollars, soft dollars, direct costs, indirect costs) you should include? If you haven’t, then it will be very difficult to assess which retention strategies will be profitable for you.
In evaluating providers of home-based agents, many organizations make the mistake of focusing on tangibles such as skill-based routing, digital recording, real-time reporting, e-mail and chat capabilities, and redundant system configurations.
Schaumburg, IL–We all know the importance of benchmarking: It sets a standard by which to measure your performance and build a baseline from which you can improve. But with so many metrics in the multichannel contact center, which ones should you be measuring?