Call Center Operations

/Call Center Operations

Call center operations is the set of business rules, business processes, and procedures needed to run a call center.

Call Center Analytics Revealed Case Study

Get an Insiders view to Business Intelligence and Call Center Analytics In this complimentary case study and ebook Call Center Analytics Revealed: Why Technology is not Your Actionable Business Intelligence Panacea, get an insiders view into the world of business intelligence and call center analytics. Is call center analytics the silver bullet it’s promised to be? Is [...]

Customer Experience BIG DATA Dysfunction

Includes a Customer Experience BIG DATA Dysfunction Self-Assessment Can you identify the root causes of your customer experience big data dysfunction? Everybody has it and in this free white paper and self-assessment, you learn about data conversion disorder and why it is so important to your present and future. Get an insiders look into the [...]

Amazing: 13-year olds are leading contact centers

As a parent my desire is to teach my child something every day, about loving herself and others, about being a good citizen of the world, about something simple or complex. Generally I try to use business strategies to help me manage our family life, but there is a lesson I take from my child [...]

29 Contact Center Quality Assurance Mistakes to Avoid

29 Contact Center Quality Assurance Mistakes to Avoid: Self-assessment, Case Study and eBook reveals: The 29 common mistakes with contact center quality assurance programs that you can avoid.This simple guide (with pretty pictures too) includes insights and a self-assessment that you can leverage to deliver the great customer experiences you desire. This tool helps to [...]

Building an award winning contact center at Black & Decker

Building Award-winning Call Centers In this complimentary on-demand webinar, Chuck Udzinski – Manager, End-User Service reveals the 4 top elements that helped him and his team at Black & Decker move from ugly, to bad, to good. Their road to building an award-winning contact center unique and can be used to help with building award-winning call centers [...]

10 Myths of Contact Center Surveying Revealed Webinar

It has been fun putting together the 10 Myths of Contact Center Surveying Revealed webinar because it seems as if I communicating the message to a younger me. Many of the falsehoods in contact center surveying were part of my belief system when I was a contact center manager. It's crazy to think about how [...]

Propel contact center potential with positioning

Many businesses rely on a contact center for the majority of the interactions with their customers but when it’s an after-thought in the company it crushes contact center potential. How do you improve the position of importance of the contact center to the company in general? It is common for contact center management to be [...]

5 Ways to Show Customers Love and Get it in Return

One of the most important things that a business can focus on is showing customers love. Doing so enables lasting relationships with the customers. While connecting with customers through a contact center can be difficult to show customer love, it has become a very effective path used by leading companies. Through their devotion to the [...]

What do you do with your Left Shark in your contact center?

What do you do with the Left Shark in your contact center? After experiencing what happened as a result of the dancing sharks at Katy Perry’s 2015 Super Bowl halftime show, it led me to think about how we react to differences in people. Instead of the Left Shark being dinged because it was not in [...]

Unearthing Time to Coach Contact Center Agents

Practice makes perfect. We tell our children this all the time. There is no way to become an expert at a task without investing the time to practice. We suffer from listening to 10 minutes of recorder practice every day so the Christmas concert and the Spring concert are good (relatively speaking, that is). Even [...]

3 Things Enable Agents to Increase FCR

Everyone knows that repeat callers are expensive, even really expensive. That’s why most companies track First Call Resolution (FCR) as a metric on their agents’ scorecards. Hold them responsible for FCR and the percentage will improve, right? Maybe not. Your plan may be undermined by your company and its internally created road blocks that make [...]

Voice of the Customer Resolutions for 2015

It's time to change what you do so you can change what you have received. Yep, that's right, it's resolution time. Did you know that the second week of January is almost always the busiest of the year for health club memberships. And 80% of the New Years Resolutions crowd drops off by the second [...]

Why FCR is more powerful than a genie in a bottle

A contact center manager was walking along a beach and found an old lamp. She picked it up and rubbed it and out popped a genie. The genie said, "Okay, you released me from the lamp, blah blah blah. This is the fourth time this month and I'm getting sick of these wishes so instead [...]

Contact Center Budget Wars: New Armor to Defend Against Cuts

Life in this decade is full of more contentious situations than life in the previous decade. Remember the days when you peacefully focused on spending your contact center budget so you could eagerly request for more in the coming year? It was great, budgets were ever-expanding and the resources to meet the demands were not [...]

By | 2016-12-05T15:14:37+00:00 October 16th, 2014|Call Center Operations, Customer Experience, FCR|0 Comments

Skyrocketing contact center investments not fueled by costs

Proving that your quality program contributes a positive ROI often times feels like searching for the Holy Grail with your contact center investments. On the surface, the question “can you prove that your quality program produces a positive ROI?” sounds simple. If not simple, at least do-able. But, the answer to this question is anything [...]

Delivering that Chick-fil-A Contact Center Experience

As a customer experience consultant, I look at every consumer experience as a learning experience. Last week, I conducted a “quality review” at Chick fil-A® to better interpret the contact center experience. I purposefully arrived during the lunch time rush and joined the line to order just outside the door. It was just like being [...]

The 5 Best in contact center quality excellence

The truth is, the customer experience is a large impact on the value of your contact center. And the quality items you measure, manage and report metrics on greatly influence the result. Having a problem with empathy? Quality Assurance is driving that. Have a problem with FCR? Yep, QA. Have a problem with agent morale? [...]

Launching a customer-centric approach with Quality Assurance

Launching a customer-centric approach with Quality Assurance Dr. Jodie, we want to change our existing approach to a more customer-centric approach.  Where is the best place to start?   - John D.   Thanks for your question, John.  Changing from a product-centric or company-centric approach to a customer-centric approach will certainly serve your company well in [...]

Why you can’t afford the contact center of tomorrow

The reasons why you can’t afford the contact center of tomorrow may not be for the reasons you think. It used to be that anyone who could type and was nice, was perfect to sit in a call center seat. Well, it’s not 1980 anymore and we have contact centers now. The archaic mindset of [...]

Do you think it’s a good idea to transfer upset customers from the survey to supervisors?

“Do you think it’s a good idea to transfer upset customers from the survey to supervisors?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions for you to uncover weaknesses in your post-call IVR survey program or implement [...]