Sep
27

You Must Know These Four Tips to Better Quality Monitoring

The idea that contact center calls should be monitored for quality and training purposes is one so engrained in the way call center management operates that it’s easy to lose focus on why it’s in place. While some organizations may only maintain the practice to comply with industry regulations, others have a true focus on delivering the optimal customer experience.

Sep
26

Don’t Let Activities Stop Efficient Call Center Operation

The activities that need to take place throughout the call center in a given day could easily fill a textbook. The strategy that outlines why the call center exists down to the scheduled individuals needed to meet demand all play into how the center is run. Call center scheduling is often done according to forecasted volumes, but what happens when intraday activities are not meeting projections?

Sep
25

Don’t Let Activities Stop Efficient Call Center Operation

The activities that need to take place throughout the call center in a given day could easily fill a textbook. The strategy that outlines why the call center exists down to the scheduled individuals needed to meet demand all play into how the center is run. Call center scheduling is often done according to forecasted volumes, but what happens when intraday activities are not meeting projections?

Sep
24

Don’t Let Activities Stop Efficient Call Center Operation

The activities that need to take place throughout the call center in a given day could easily fill a textbook. The strategy that outlines why the call center exists down to the scheduled individuals needed to meet demand all play into how the center is run. Call center scheduling is often done according to forecasted volumes, but what happens when intraday activities are not meeting projections?

Sep
23

Don’t Let Activities Stop Efficient Call Center Operation

The activities that need to take place throughout the call center in a given day could easily fill a textbook. The strategy that outlines why the call center exists down to the scheduled individuals needed to meet demand all play into how the center is run. Call center scheduling is often done according to forecasted volumes, but what happens when intraday activities are not meeting projections?

Sep
22

Call Center Managers: It’s Time to Focus on Consumer Needs

Consumers today are more demanding than ever. They want what they want- now, and with a smile. This isn’t necessarily a bad thing. Contact centers just need to take heed. What once plagued managers might have been agent turnover or poor morale in the call center. Today that focus needs to shift to how the consumers are feeling and how they perceive the company, if success is desired.

Sep
16

Call Center Management: Doing the Math

Managing a call center is no easy feat. Sure there are lots of new technologies and solution offerings hitting the market that make it easier to forecast, report and take action – but there is still a lot of leg work for those involved in management to make sure optimal efficiency and care are in play.

Sep
15

Millennials are Switching Banks – Why It’s a Good Thing

While millennials may not be in the same money-earning years as those of the generations preceding them, the way they approach banking is still an important consideration. The individuals in this segment of the market are just starting to build wealth, borrow larger sums of money and consider what they’re going to do in the future.

Sep
14

Millennials are Switching Banks – Why It’s a Good Thing

While millennials may not be in the same money-earning years as those of the generations preceding them, the way they approach banking is still an important consideration. The individuals in this segment of the market are just starting to build wealth, borrow larger sums of money and consider what they’re going to do in the future.

Sep
10

The Core Tasks of Improving the Customer Journey

When an organization is embarking on a revamp of the customer experience, it can be hard for contact center managers to know which tasks to approach first. Managers wear a lot of hats when it comes to customer support, and not all of those jobs are focused on the customer. They can be therapists, babysitters, administrative wonders, paperwork shufflers and report generators. Each of these jobs draws time and energy away from the core customer support component.