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Consider Your Center As A Production Line

You might think this is crazy – there is no way your center is like a production line in a factory. Yet, when you look at how a production line functions – work gets passed down a line and the end result should be a defect free, quality product – you can draw some similar analogies. For example in a contact center an incoming call needs to go through some processing before it is passed to agents, who processes the data, then either ‘completes’ the process with a satisfied customer, or passes the customer on for further processing. In a production line it is sometimes easy to spot problems and where they occur, in a contact center it may be harder so think laterally. If you are not getting as many calls today as normal, could there be a problem with the way calls are processed by the ACD or IVR? If too many calls are not being completed is there a problem with the information you give to agents? Getting too many repeat calls could mean that the quality of the first response a customer gets may not be good, etc. So start thinking like a production line and break down all the steps customers go through so you can see what is going on and where the problems are.

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If you, like many other companies, are trying to direct users to self service applications on the web, such as car reservations, holiday bookings, etc., and you offer better deals on the web, make sure the process for making bookings this way is easy... Read More...
September 19, 2020 5:00 AM
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I have lost count of the times agents/reps have said to me that the systems designed by the IT dept. are not user friendly. One of the best ways to illustrate this to the IT dept is to have them periodically sit by some agents and watch how they use ... Read More...
September 18, 2020 5:00 AM
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