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,
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.
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?
Have you ever purchased a piece of technology but felt you weren’t getting all you could from it? That was the case at Knights Direct. The parent of the
In February, Multichannel Merchant escaped the winter storms of the Northeast and jetted to sunny West Hollywood, CA, to discuss contact center management with a group of multichannel executives. Although the participants represented diverse merchandise categories, the challenges they face running a contact center and improving customer service are universal.