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Keep It Simple

When using a workforce management solution you first need to focus on keeping it simple. I’ve come across several different call centers with several different service targets with different types of work; get rid of it. Have one service target across the business and get everyone to buy into that service target. Next, don’t forget process. Process management is vital; 50% of your buying with the workforce management system is software and the other 50% is understanding how to make it work. - David Jones of Q-Max

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How often do you find yourself on the back foot with customers because they discovered a problem before you could call them? This often happens when there are several people involved in the communication chain and a link breaks down. To exceed custom... Read More...
April 11, 2021
Where does the internet contact strategy sit within your company? Where does all the e-mail traffic originate and terminate? Who is responsible for the ‘phone me’ buttons and the design of your web pages?

All of these need to be answered and cont... Read More...

April 10, 2021
When was the last time you looked at the ways in which customers can contact your contact center and matched this against their abilities or likes? For example if you deal with a large number techno-phobes (have a fear of technology), offering access... Read More...
April 9, 2021
When you handle e-mails into your call, or contact, center, put in place measures to track the performance of your team. For example track response time (how long it takes you to respond), customer feedback (satisfaction), quality (spellings, etc.) a... Read More...
April 8, 2021
Some companies using Calling Line Identification (abbreviated ANI in the US) have agents start the call by saying “Good evening Mr. …” What if it isn’t that person calling, but someone calling on their behalf? In which case the call can get off to a ... Read More...
April 7, 2021
Last weekend, I called a major bank offering a reduced rate on credit card balance transfers. When I asked about the terms, I was told that there had been a slight change due to a glitch in their systems, which did not allow some, transfers less 4 we... Read More...
April 6, 2021
When you next consider outsourcing part of your contact center function, ask the potential supplier to give you a list of clients and details of what service they provide to each one and the telephone numbers relating to them. Then over a period of a... Read More...
April 5, 2021
When you next consider the introduction of new technology, make sure you look for technology to support the process and not the reverse. Look for systems that can grow with you to meet your needs today and tomorrow. Consider what support is needed an... Read More...
April 4, 2021
Call them! Check out their web site! Send them an e-mail!

It’s worth occasionally comparing the performance of your contact center to that of your competitors. Find out what access numbers they use for customers (toll free, local, etc.) and compa... Read More...

April 3, 2021
Do you know who your customers are? Do you know how often they buy? Do you know how much business comes from repeat purchasers and how much from new customers? Do you know what their needs are?

Set about analysing your customers' needs and their p... Read More...

April 2, 2021
How many times have you called a company, got into their automated system and got stuck? They offer lots of options but not the one you want! If your company does this, offer your customers an ‘opt out’ of the system to speak to a live agent as soon ... Read More...
April 1, 2021
It can sometimes be easy to get carried away with an enthusiastic candidate who seems to have everything you want – their résumé shouts about their experience, their attitude sparks excitement, etc. Don’t be taken in – test their skills! Today there ... Read More...
March 31, 2021
Your contact center may handle more contacts than any other part of the business. In doing so your team are likely to hear more comments about your company, services and your competitors. Develop a mechanism for recording and tracking feedback. You m... Read More...
March 30, 2021
When you are developing your team to achieve high standards of performance, find out what makes your best performers the ‘best’ by interviewing them and testing their skills. Use your findings to start setting goals for other agents within your cente... Read More...
March 29, 2021
Many of us pride ourselves in the things we do right. However we need to focus our attention to those, often little things, we don’t do as well as we could. For example we measure time to answer, lost calls, etc. and publicly display them. Do we also... Read More...
March 28, 2021
Regardless of how good Customer Service Representatives (CSRs) are at doing their job, they are likely to get complacent or go stale with the monotony that a busy call center sometimes brings. If at all possible keep them rotating between different r... Read More...
March 27, 2021
Showing 1 - 16 of 1423 items
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This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...

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