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Invest The Time

The first thing that a contact center manger needs to recognize is that there is a lot that goes on from a customer interaction perspective before the call reaches the agent. To get that understanding, and to really embrace the fact that they spend a lot of time and effort on quality monitoring on the agents side, they should invest the same amount of time on the automated system. We know that so many calls are terminated in the automated system for good reasons. You want to spend the same amount of time and money on monitoring the automated systems as you would in quality efforts on your agents. - Frank Moreno - Director of Marketing, Emprix

Submit Tips

TIPS

Take your time. We quite often see customers coming out of the market and out of the vendors saying this is what we want. They will expect to get all of the information back within a week to three weeks. It is unlikely to be so urgent that you cannot... Read More...
December 1, 2022
 1
 1793 
Always treat the vendor as a partner. Bring them in to ensure that they really understand your business requirements. Find a company that has a relationship that you are comfortable with, and that really understands the long term needs of the contact... Read More...
November 30, 2022
 2
 1996 
Always question claims made by vendors. You shouldn’t believe everything that the sales guide tells you. The second thing is to look for vendors that are clearly focusing on one specific area so you get the best product. On the other hand you need to... Read More...
November 29, 2022
 2
 2833 
Don’t start by focusing on technology. Focus first on your business process; what are the things that you are doing today and how are you doing it? Consider how you can make changes to that process, then look at how technology can help you impact wha... Read More...
November 28, 2022
 2
 2118 
First and foremost you need to ensure that the applications that you are purchasing are tightly integrated into a real time IP network. By doing this, you essentially have the ability to leverage the cost of network with the cost of application and n... Read More...
November 27, 2022
 1
 1245 
Think about your customer. It's all about making the call experience better. Don’t think about the technology. Lots of technology vendors will tell you how complex and difficult it is and how much time it takes, and unfortunately that can drive you i... Read More...
November 26, 2022
 2
 3111 
The first thing that a contact center manger needs to recognize is that there is a lot that goes on from a customer interaction perspective before the call reaches the agent. To get that understanding, and to really embrace the fact that they spend a... Read More...
November 25, 2022
 3
 2355 
Know your business strategy, and know what the drivers are in the business, because if you don’t know where the business is going, and who you are trying to target, then you are not going to implement the right technologies and address the future nee... Read More...
November 24, 2022
 1739 
I would like to share the three things that I look for when I am speaking with my customers. The first is complexity, understand the level of complexity that you currently have within your call center, and what level is likely to be there in the futu... Read More...
November 23, 2022
 1
 1940 
Separate your infrastructure from your decision regarding which application you should be running. There are a lot of vendors today that are saying “buy from us and we will give you an entire suite of solutions”. Take a look at what the best solution... Read More...
November 22, 2022
 3439 
If you are looking for where the new technology can impact your business, look at new applications that you were not able to afford before. Look at applications that are hurting your ability to get a return on investment from your customer, and the b... Read More...
November 21, 2022
 2674 
Get the stakeholders of their own organization intrinsically involved, and understand very clearly what it is that they want to achieve from this technology upgrade, or for this technology replacement. Find a way to articulate this clearly to the par... Read More...
November 20, 2022
 997 
Listen to the employees. The employees know what is right and wrong in an organization long before the customer ever does. In many industries the employees are also the customers; they live in a local authority, or they use the utility. - Paul Cooper... Read More...
November 19, 2022
 1351 
If you are measuring anything, measure your headcount turnover and try to get it down, and try to measure your employee satisfaction and try to get it up. If you get those two things right, then the people that work in your organization know how to d... Read More...
November 18, 2022
 1
 1499 
Find a partner that you trust. As we can see with different shows, there are lots of people that will want to sell you their own particular products. The problem is, if they don’t have an understanding of the strategic direction of the business, you ... Read More...
November 17, 2022
 1
 1974 
Don’t try to do too much in a survey. When companies do try to take on getting customer feedback, often we see that the companies ask too many questions. You will end up with respondent fatigue, or the individuals that won’t fill out the survey becau... Read More...
November 16, 2022
 1918 
Showing 1 - 16 of 1097 items
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